Senior Director Vice President, Center of Excellence

Position Summary

The Senior Director / VP Center of Excellence (COE) is responsible for leading a highly effective productive and scalable COE operation that directly supports CIBTs global business. This role is hands-on ensuring the COE delivers consistent reliable services while meeting productivity quality and financial goals. Reporting to the Senior Director / VP Operations the Senior Director / VP COE works closely with functional and regional leaders monitoring day-to-day operations solving problems and ensuring team members are equipped to deliver results.

This role balances leadership with operational involvementproactively engaging with stakeholders addressing issues as they arise and continuously looking for ways to improve service delivery efficiency and cost-effectiveness. As a highly matrixed role seeks partnerships with key leaders/stakeholders of all departments represented in COE to evaluate programs vendor relationships employee relations and work to gain consensus across functions/teams.

Duties and Responsibilities

Operational Leadership

• Oversight of day-to-day COE operations ensuring teams deliver accurate timely and high-quality work to support business partners. Works closely with functional leaders to align priorities and expectations.
• In collaboration with Service Delivery leaders track and monitor productivity quality and SLAs taking corrective actions quickly when issues or bottlenecks are identified.
• Partner with functional managers to ensure the right resources tools and processes are in place to meet daily business demands.
• Lead process improvements and automation projects to eliminate inefficiencies and improve turnaround times.
• Act as the escalation point for operational issues troubleshooting problems directly with teams and stakeholders.

Stakeholder & Business Engagement

• Meet regularly with business leaders to understand operational needs priorities and challenges. Actively engage with stakeholders to ensure alignment of priorities.
• Ensure clarity of deliverables timelines and outputs for both COE teams and business partners.
• Maintain open ongoing communication with stakeholders keeping them informed of progress issues and results.
• Build trust and credibility by delivering consistent results and proactively addressing concerns.
• Actively collaborate with Travel and Immigration on effective use of systems processes and overall accountability of teams. Partner with all functions making proactive suggestions to leaders.

People Leadership & Team Management

• Build a cohesive culture that engages team members across all functions. Proactively communicates ensuring a collective voice across teams.
• Lead and support a large diverse team; provide daily direction and guidance while building long-term engagement.
• Be a visible accessible leaderregularly meet with teams listen to feedback and provide coaching; ensure collaboration and inclusion across functions.
• Partner with HR and functional leaders to recruit onboard and develop talent for long-term success.
• Monitor team performance provide regular feedback and use recognition programs to reward strong results.
• Create opportunities for team development and growth through training mentoring and career progression.

Financial & Resource Management

• Actively engages in office-wide operational decisions that impact the office bringing the appropriate parties together; attends Operational cross-functional meetings to ensure collaboration and transparency.
• Manage day-to-day budget performance ensuring costs staffing levels and resources are aligned to targets. Aligning with key leaders under each brand and department/function.
• Review monthly budget vs. actual reports investigating variances and adjusting when needed and aligned with other leaders in COE.
• Work closely with Finance to track ROI of the COE model identifying and implementing cost-saving opportunities.

Facility & Local Office Oversight

• Oversight of day-to-day management of the India COE facility ensuring a safe productive and supportive work environment.
• Partner with local managers to address operational and facility needs quickly.
• Ensure employees have the tools equipment and support needed to perform effectively.

Continuous Improvement

• Identify pain points in daily operations and lead efforts to resolve them.
• Use metrics and feedback to measure success and implement changes that improve productivity and service delivery.
• Encourage a mindset of continuous improvement among team members embedding problem-solving into daily routines.

Additional Responsibilities

• Develop and maintain a strong understanding of CIBTs business model products and services to ensure COE work directly supports business goals.
• Lead or support special projects assigned ensuring timely and successful execution.
• Act as a brand ambassador for the COE building a reputation for reliability quality and efficiency.

Education & Experience

• Bachelors Degree and 10 years experience leading high-performance teams in a shared service environment.
  • Track records of building a sustainable and scalable delivery model that supports growth
  • Experience within a multi-national company in a matrix environment
  • Minimum of 10 years experience leading and developing high performing teams
  • Demonstrated experience building and inspiring teams during transformation
• Bachelors degree required; advanced degree preferred.
  • 10 years of experience in a shared services or COE environment
  • Proven success managing day-to-day operations and teams.
  • Hands-on leadership experience within a multi-national company in a matrix environment
• Strong track record of improving processes driving efficiencies and achieving operational and financial targets.
• Collaborative leader that inspires and motivates team; commitment to coaching and mentoring team members to develop careers.
• Excellent communication skills with ability to present information verbally and in written form; fluent in English.
• Demonstrated leader who fosters an expectation of continuous improvement and business evolution among team members; track record of identifying and building talent.
• Strong sense of integrity with ability to handle sensitive and confidential issues with professionalism.
• Strong analytical skills with ability to examine and re-engineer operations; formulate policy develop and implement strategies.

Competencies & Attributes

• Hands-On Leadership visible approachable and actively engaged in operations.
• Problem-Solver quickly identifies issues and drives solutions.
• Operational Focus detail-oriented with strong follow-through.
• Collaborative Partner builds trust and communicates openly with stakeholders.
• People Developer invests in team growth and creates a positive performance-driven culture.
• Financial Acumen able to manage budgets resources and cost optimization.

About us:

CIBT is the leading global provider of immigration and visa services for corporations and individuals with over 1600 expert immigration and visa professionals attorneys and qualified migration consultants located in over 60 offices in 27 countries.

With thirty years of experience CIBT is the primary service provider to 75% of Fortune 500 companies. CIBT offers a comprehensive suite of services under two primary brands: Newland Chase a wholly owned subsidiary focused on global immigration strategy and advisory services for corporations worldwide and CIBTvisas the market leader for business and other travel visa services for corporate and individual clients.

We commit to delivering a superior service experience to our clients on each and every engagement.

Required Experience:

Exec