Head Of Access Services Netherlands
Current- Oversee client interactions with a view to ensuring EBMS Netherlands is considered an effective, valuable and integral partner in getting their captions to air- Establish and maintain strong client relationships, ensure and support all internal client governance and engagement - Be aware of the contract deliverables for each client, ensuring all SLAs are met- Point of issue and fault escalation for clients, addressing issues and faults including the provision of appropriate incident reporting to clients and the business- Work with operations/service delivery manager, technology manager, sales team and other staff to exploit all service impacting and/or ‘near miss’ learnings across the multiple sites and services- Own and deliver the overall transformation of the operational and production ways of working in line with continuous improvement objectives- Develop clear strategies and implementation plans to ensure the smooth day-to-day running of our service - Continually review production practices and procedures to find new and improved ways of working- Ensure correct capacity by identifying areas for development through training and the recruitment process- Ensure appropriate communication strategies are in place internally and externally to support transformation and full engagement of employees- Continually review initiative benefits, targets - challenging and adjusting as appropriate- Work collaboratively with product and platforms to ensure the target technology environment is appropriate to operational needs- Support sales and practice with subject matter expertise and costing of operational services- Support the sales team by advising on key non-contract (ad-hoc) clients and ensure the smooth processing of their work through the operation
