Fitch Learning Ltd Dubai Jobs Careers 2023 Apply Now For Head of Operations MEA/APAC Jobs in Dubai,United Arab Emirates

Head of Operations MEA/APAC

Dubai

Company Brief

Fitch Learning is a global leader in financial services training. With unrivaled breadth and depth of training the company delivers strategic learning solutions to the world’s largest banks, financial services firms, regulatory and government bodies, and career-motivated individuals.

We have offices in London, New York, Singapore, Dubai, Hong Kong, and Riyadh.

Fitch Learning is part of the wider Fitch Group which includes Fitch Ratings and Fitch Solutions.

We’re looking for individuals with drive, flexibility, and passion to help us deliver a world-class service to our clients. In return, Fitch Learning offers a fast-paced, start-up-like environment with considerable financial backing and stability that you associate with a larger corporate.

It’s a place where you can really make a difference and progress in your career.

Role Purpose

The Head of Operations role leads our Middle East and Asia operations functions in the successful delivery of all sophisticated client learning programs in those regions. Our learning programs are impactful and engaging – combining e-learning and instructor-led elements to create innovative and effective solutions that lead the industry.

As well as implementing your own portfolio of client programs, you will develop and elevate a regional Operations and Customer Success team reporting to you, so that you and they undertake the following activities:

Participate actively and consultatively in the sales process to help advise prospective clients on implementation excellence.
Actively lead and own the implementation of the learning programs we provide from the Fitch Learning side, being both a key client contact and local escalation point.
Design and execute the operational implementation project plan for the programs we deliver and manage it according to best practices (working closely with our existing Project Management Office).
Own and have accountability for achieving our client’s learning outcomes and delivering world-class customer success from Onboarding to Delivery, to post-delivery satisfaction and continued learning through to billing.
Drive operational improvements as part of a wider global program of ongoing operational enhancements.
Working as part of an extended global team to constantly seek to improve and enhance our approaches to delivering programs, thinking about how to work smarter and deliver product and client excellence.

Role Requirements

You will be able to demonstrate experience of:

Delivering large and complicated client programs and projects.
Leading a team of client-facing operational staff.
Can demonstrate what world-class Customer Success looks like.
Working directly with clients, being ultimately responsible for the success of the relationship.
Improving processes and operational effectiveness.
Can demonstrate consistent overachievement of targets and objectives.
Can effectively manage change.
Is used to working as part of a global operations management team.
Has a keen interest in future technology to achieve operational enhancements.
Understanding of the local market, key influences, competition, and macro-economic factors.

Required Characteristics

Great people management and leadership and supervisory skills
Project management mindset focused on execution
Accountability and responsiveness
Understands what good looks like
Customer-first approach
Adept at influencing different stakeholders and dependents
Can work as part of a global team
Politically aware of client profile and culture

Key Contacts

Internal

Asia Pacific, Middle East & Africa Leadership
Learning Partners
Content Managers
Trainer team
PMO

External

Client logistics and management contacts
Delegates
Vendors
Associate trainers
Suppliers (printers, training material providers, etc.)

Performance Metrics

Key Parts of the Global Customer Success Targets
Customer Satisfaction Scoring and Net Promoter Score
Client program feedback
Reputational feedback from internal stakeholders
The operational error rate for training delivery.