General Manager - Internal Operations

at  Acquire BPO

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!
About Us
Acquire BPO is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.
We’re an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We’re recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.
As a dynamic organization with the ability to take your career to the next level, we’re looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.
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The General Manager of Internal Operations will oversee the daily operations of our Workday AMS team, Compliance and Risk Management, and Business Analyst departments. This role is crucial in ensuring that our internal processes are efficient, compliant, and aligned with our business goals. The successful candidate will be responsible for leading and managing direct reports, streamlining operations, and driving continuous improvement initiatives across the organization.
You will also be responsible for the following:

1. Team Leadership and Management

• Lead and manage the Workday AMS team, Compliance and Risk Management team, and Business Analysts.
• Set performance goals, provide feedback, and support professional development for direct reports.
• Foster a collaborative and high-performance culture within the teams.

1. Operational Efficiency

• Identify and implement process improvements to enhance operational efficiency.
• Develop and maintain standard operating procedures (SOPs) for various internal processes including streamlining of tasks and processes with Acquires HCM and Enterprise platform, Workday
• Monitor and analyze key performance indicators (KPIs) to drive operational excellence.
• Maintain and develop internal reporting and service delivery of internal functions as required.

1. Compliance and Risk Management

• Ensure compliance with all relevant regulations and industry standards.
• Develop and oversee risk management strategies to mitigate potential risks.
• Conduct regular audits and assessments to identify areas of non-compliance and implement corrective actions.
• Maintain appropriate accreditations as required (ie PCI-DSS, SOC1, SOC2 and others as required)

1. Business Analysis and Reporting

• Work closely with Business Analysts to interpret data and provide actionable insights.
• Oversee the preparation and presentation of reports to senior management as required.

1. Workday AMS Team Oversight

• Manage the configuration, deployment, and maintenance of the Workday AMS system.
• Ensure that the Workday system supports the needs of various departments.
• Collaborate with IT to address any technical issues or enhancements.

1. Project Management

• Lead and manage cross-functional projects to improve internal operations.
• Develop project plans, set milestones, and ensure timely delivery of projects.
• Allocate resources effectively and manage project budgets.

1. Internal Efficiency Tasks

• Implement automation tools to reduce manual processes.
• Streamline communication and collaboration across departments.
• Optimize resource allocation and workload distribution.
• Enhance employee training programs to improve productivity.
• Conduct regular process reviews and implement best practices.
• Foster a culture of continuous improvement and innovation.
• Monitor and improve customer service processes and response times.