Policy Manager

2 weeks ago

Dublin, Ireland Teleperformance Full time

Overview
Policy Manager
Responsibilities to include but not be limited to the following
Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies
Maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies
Spot trends and flag potential issues that may arise from the application of Client's policies and offer suggestions or solutions
Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies
Flag resource constraints, policy issues or inconsistencies timely
Gather insights and offer policy suggestions based on the direct application of the policies
Ensure continuous improvement of resources and materials provided
Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team
Liaise directly with Client's Policy team to gather/discuss/debate questions and engage with Client to obtain answers
Recommended Qualifications
Proficient level of English and ideally fluent in another key language served by outsourcing site
Experience in an Operations environment, preferably in an international environment
Good knowledge of quality/training processes and policy enforcement in an Operations Environment
High level of energy, drive, enthusiasm, initiative and commitment
Excellent communication, consulting, influencing and interpersonal skills
Proven track record of collaborating with cross-functional groups to produce results
Passion for ensuring a world class support experience for our community
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
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