VP, Global Accounts

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead the Regional Operational Excellence: Supervise the operational execution across our strategic hubs in Mexico and Colombia, ensuring smooth alignment, redundancy planning, and optimization of nearshore performance.

• Own High-Trust Dependency Metrics: Take full responsibility for critical quality and efficiency metrics across different customer streams (Consumer & Business).

• Manage Dual-LOB Operational Strategies: Create and implement customized service frameworks for Consumer Operations and Business/Enterprise Operations.

• Strategic Client Partnership: Serve as the main operational partner for the client's executive leadership. Conduct Quarterly Business Reviews using data-driven insights to address user friction, process optimization, and security compliance.

• Financial & Capacity Planning: Set accurate operational objectives, evaluate portfolio growth, and deliver precise cross-site forecasting, staffing optimization, and progress reports.

⛳️ Requirements

• Over 10 years of progressive Operations Leadership experience within a BPO environment.

• Extensive experience managing large-scale operations, ideally within the FinTech, Digital Banking, Global Remittances, or Neo-Brokerage sectors.

• Demonstrated experience in managing both high-volume consumer care operations and specialized, high-touch corporate/business customer support simultaneously.

• A data-driven background in systematically enhancing Customer Resolution Rate (CRR) and maintaining rigorous Quality Excellence (QE) scores in a metrics-focused environment.

• Proven experience in managing operations directly in Mexico and Colombia, with an in-depth understanding of the talent market, bilingual capabilities, and operational intricacies in Cali and Mexico.

• Outstanding presentation and executive-level communication skills.

• Must be fully bilingual (English and Spanish) to effectively engage with clients and local teams.

• Willingness to travel 50% between regional hubs and client headquarters as needed.

🏝️ Benefits

• Competitive industry salaries

• Comprehensive benefits packages