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

Policy Manager

Job Description