Expert - EU RD

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Expert - EU RDFull-timeCareer Site Team: OperationsJob DescriptionJob DescriptionThe Expert is responsible for implementing, governing, and continuously improving operational processes and standards to ensure high-quality delivery, effective issue resolution, operational excellence, and customer satisfaction. Reporting to the Operations Manager, the role drives First Time Right performance, monitors quality metrics, supports process optimization initiatives, and provides subject matter expertise to operational teams. The Expert works closely with Operations, Quality, and Enablement teams to ensure delivery standards are consistently achieved while maintaining strong end-to-end process knowledge and supporting business objectives.Key ResponsibilitiesMonitor, analyze, and report on quality performance metrics across the Operations function, identifying trends, risks, and opportunities for improvement.Leverage AI-powered tools, automation solutions, and data analytics to identify quality trends, operational bottlenecks, and process improvement opportunities.Drive adoption of AI, automation, and digital solutions to enhance productivity, reduce manual effort, improve operational efficiency, and support data-driven decision-making.Utilize AI-enabled reporting, insights, and performance dashboards to support forecasting, governance, and continuous performance management.Drive continuous improvement initiatives through participation in Quality Walks, Quality Focus Meetings, Root Cause Analysis (RCA), Operational Excellence programs, and other quality enhancement activities.Collaborate with Quality and Operations teams to monitor First Time Right (FTR), cycle time, productivity, and quality metrics, implementing corrective and preventive actions to improve performance.Ensure timely communication, risk management, and escalation of operational issues to relevant stakeholders and leadership teams.Provide expert guidance and support to BAU teams on complex operational queries, validating solutions, workarounds, and testing outcomes before escalation to Enablement teams.Build and maintain strong partnerships with Operations Leaders, Enablement Teams, Quality Teams, and other key stakeholders to ensure quality, delivery, and customer satisfaction standards are consistently met or exceeded.Develop, maintain, and continuously improve Standard Operating Procedures (SOPs), process documentation, business rules, and knowledge repositories to ensure process consistency and compliance.Conduct training, coaching, knowledge-sharing, and refresher sessions to address skill gaps, improve process adherence, and strengthen team capabilities.Utilize strong end-to-end process expertise to support operational governance, issue resolution, process optimization, and continuous improvement initiatives.Support financial administration activities, including invoicing, counter-invoicing, and cash collection processes, ensuring accuracy, compliance, and timely execution where applicable.Identify opportunities to implement AI and automation use cases and collaborate with relevant teams to enhance operational effectiveness and customer experience.Foster a culture of quality, innovation, accountability, continuous learning, and operational excellence across the organization.QualificationsStrong operational excellence, quality management, and process improvement expertise.Min 8+years' experience is preferredExcellent analytical, critical thinking, and problem-solving abilities with a data-driven approach.Experience in Root Cause Analysis (RCA), continuous improvement methodologies, and operational excellence frameworks.Strong stakeholder management, communication, and influencing skills.Ability to develop SOPs, process documentation, training materials, and knowledge management frameworks.Strong understanding of end-to-end RMS/operational processes and quality governance...