Support Services Group is looking for a Sr. Vice President of Talent Management and Quality to join their global leadership team. As the Sr. Vice President of Talent Management and Quality , you will be responsible for overseeing and leading the strategic direction, development, and implementation of training programs, quality assurance initiatives, and recruitment strategies for Support Services Group . You will play a critical role in ensuring the delivery of high-quality services, driving operational efficiency, and attracting top talent to support the company's growth objectives. Additionally, you will have budgeting responsibilities for each department under your purview. To be successful in this role the ideal candidate will have prior executive experience in a Business Process Outsourcing (BPO) company. Key Responsibilities: Training Management: Lead the development and implementation of comprehensive training programs to meet the evolving needs of the organization and its clients. Identify skill gaps, conduct training needs assessments, and design relevant training modules to address these gaps. Monitor and evaluate the effectiveness of training programs through feedback, assessments, and metrics, and make necessary adjustments to continuously improve training outcomes. Develop and manage the training department budget, including resource allocation, training materials, technology, and external vendor costs. Quality Assurance: Develop and implement a comprehensive quality assurance framework and processes to ensure consistent service delivery and adherence to client requirements. Establish and monitor quality metrics and key performance indicators (KPIs) to measure performance, identify trends, and implement corrective actions where necessary. Collaborate with operations teams to implement quality improvement initiatives, corrective actions, and ongoing training to address identified gaps. Develop and manage the quality assurance department budget, including resources for audits, tools, software, and quality improvement initiatives. Recruitment: Develop and execute effective recruitment strategies to attract and retain top talent aligned with the company's business objectives. Collaborate with HR and hiring managers to define job requirements, develop job descriptions, and establish selection criteria. Oversee the recruitment process, including sourcing, screening, interviewing, and selecting candidates, ensuring a seamless and efficient experience for both candidates and internal stakeholders. Build and maintain strong relationships with external recruitment agencies, universities, and professional organizations to proactively source qualified candidates. Develop and manage the recruitment department budget, including job board subscriptions, recruitment events, background checks, and recruitment marketing expenses. Team Leadership: Lead and manage a team of Training, Quality Assurance, and Talent Acquisition leaders across the SSG footprint, providing guidance, support, and development opportunities. Set clear goals and performance expectations, monitor individual and team performance, and provide regular feedback and coaching to drive high performance. Foster a culture of continuous learning, collaboration, and innovation within the team. Develop and manage departmental budgets, including salaries, training and development, performance incentives, and team-building activities. Minimum Qualifications: Bachelor's degree in business administration or a related field. Equivalent work experience in a relevant field will also be considered. Master's degree is a plus. Proven experience (at least 10 years) in training, quality assurance, and recruitment within the BPO industry or a similar environment. Strong knowledge of training methodologies, quality assurance frameworks, and recruitment strategies. Demonstrated ability to design and deliver effective training programs and initiatives. Excellent understanding of quality management principles, metrics, and best practices. Exceptional leadership and people management skills, with the ability to motivate and develop a high-performing team. Strong analytical and problem-solving abilities, with a data-driven mindset. Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems. J-18808-Ljbffr
