Vice President - Business Services Operations

Summary

The Vice President will oversee operations of our Business Services unit in the Philippines. This role will provide vision, alignment, and leadership in support of the business unit goals and objectives, deliver a high level of efficiency, and quality for our customers while ensuring we scale profitably. The role includes partnering with other global business units such as but not limited to Product, Customer Success, and Delivery. This position interacts with customers, provides direction for operational execution, and influences marketing, delivery & deployment, and product/service management.

Primary Responsibilties

Provide leadership and guidance

• Deliver a high level of efficiency, and quality for our customers while ensuring we scale profitably
• Set goals and initiatives for the leadership team and manage their performance and behavior
• Hire, develop, motivate, and retain assigned management staff while conforming to budgetary objectives and personnel policies
• Create a culture that supports teamwork, mutual respect, and professionalism
• Establish metrics and benchmarks to successfully gauge performance of each department
• Perform regular reviews of staff performance and provide appropriate feedback to encourage individual growth
• Ensure appropriate training programs are available and staff performance is rigorously managed
  
  
  

Drive transformation projects

• Implement strategies and partner closely with internal teammates to achieve high performance against KPI targets that meets Customer Experience standards while improving team productivity goals.
• Evaluate and implement alternatives to ensure RealPage delivers a “best in class” operations.
• Sustain a culture where employees are empowered to drive change within the organization.
• Evaluate alternatives, perform appropriate cost/benefit analysis, and recommend solutions that minimize costs commensurate with acceptable risks.
  
  
  

Ensure customer satisfaction and support

• Build and sustain trusting client relationships at the appropriate level while professionally representing RealPage
• Manage multiple channels, optimizing and reporting on service levels
• Assist in financial planning and manage to the overall budget
• Represent the organization as needed on cross-functional teams
• Assist or manage special projects as assigned by senior leadership
  
  
  

Required Knowledge/Skills/Abilities

• Ability to manage operational metrics to ensure Customer Satisfaction, achieve appropriate staffing levels, and operate within budget guidelines.
• Strong leadership and project management skills, including the ability to effectively manage multiple projects simultaneously; must possess strong attention to detail.
• Excellent written and verbal communication skills and the demonstrated ability to effectively communicate with all organization levels, both internally and externally.
• Able to identify key department initiatives and create successful programs to incent desired behaviors.
• Demonstrated ability to interface and influence all levels of management both internally and externally.
• Demonstrated leadership skills with the ability to coordinate resources outside of direct management to support strategies and initiatives.
• Ability to drive teamwork and collaboration to ensure proper alignment and a comprehensive customer experience.
• Strong analytical and problem-solving skills
• Ability to work extended hours and travel as needed.