Key responsibilities:

• Own the end-to-end performance of the operational-enablement function — Workforce Management, Real-Time / Control Tower operations, MIS/Reporting/Decision support, Quality/knowledge management, and Training Management.
• Establish and run a centralized Control Tower providing real-time, cross-account command and visibility of service levels, adherence, occupancy, and intraday performance, with the authority to intervene to protect contractual SLAs.
• Set and manage the function's operating plans and budget to meet cost-to-serve and efficiency targets, contributing directly to the protection of operational margin.
• Act as the FP&A focal point for the business — owning the operational inputs to budgeting, forecasting, and variance analysis, and converting operational performance data into financial insight that informs the General Manager's P&L decisions.
• Lead a multi-team function through subordinat...