Director, Digital Operations

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We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Director, Digital Operations, North East Asia

Position Summary

The Director of Digital Operations will be responsible for leading and managing all aspects of Iron Mountain’s Digital Operations within the assigned area of ownership. As the business owner, the Director has accountability for driving Financial Results, Business Development, Positive Employee Experience, Customer Satisfaction and Safety within the assigned geographies.

The role will serve as the operational strategy and tactical expert for all assigned Digital Operations and will have direct oversight multiple countries in North East Asia supporting a US$12M+ regional P&L. The Director must be capable of managing to key performance indicators, identifying specific opportunities and leading actions for improvement where required. This role is expected to serve as the operational subject matter expert and lead through influence across the region in all Digital Solutions related operational matters. The Director must show exceptional decision-making skills based upon the near and long term best interest of the organisation and customers that are based on solid business experience and company values.

The role will play a significant role in shaping the multi-year financial planning, meeting budgets, evolving the capability roadmap and overseeing the operational delivery for the region in terms of quality, timeliness and efficiency. The role will be key in coordination across the functional areas of Iron Mountain such as HR, IT, Finance, Solutioning, Implementation and Product Management to ensure near term needs of the customers and operations are met and longer term planning is aligned with the regional, global and product strategies. The role will report to the Vice President, Digital Operations - APAC.

Responsibilities:

Service Delivery

The Director will be responsible for the performance of all Digital Solutions Operations in the region. This performance includes customer KPIs for on time performance, quality and any other pertinent measurements required by agreements Iron Mountain has with its customers. Director will also be responsible for Iron Mountain best practices and procedures that traverse business lines are followed. The Director must be equally adept at identifying root causes of delivery issues, identifying appropriate remediation and overseeing the remediation activities being as hands-on as required given urgency.

Operational Excellence and Production Management: Regularly meet with Digital Operations Managers and Supervisors to review operational results. Ensure hands on, active leadership, and that decisions are made based on review and analysis of activity to understand resource allocation, production capacity, challenges and opportunities. Hold Operations Managers and Supervisors accountable for production results, ensuring all standard workflows, safety & security procedures are followed and understood by team. In addition, to ensure the quality of service is continuously improving, and that they are conducting semi-annual self-audits for market to prepare for audits from the Internal Audit group and actively participate in the safety review process to ensure we have addressed root causes and taken corrective action to prevent future instances.

Cross-Functional Coordination

The Director will be responsible for serving as the main point of coordination between the operations and other functional teams across Iron Mountain. The Director will communicate with IT and Commercial peers on Operational status, plans and any challenges that affect other areas or from which assistance is sought. The Director will be called upon as the operational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources.

Financial Execution

The Director, along with the Vice President and Finance Business Partner, will be responsible for the financial planning and performance of Digital Operations in the region. This includes financial forecasting and delivering the financial results expected by the business. In order to deliver on financial results, the director will work with the operations in the region to ensure that each customer engagement is delivering the expected financial result or that an active plan is in progress to bring the financial results in line with expectations. The Director will also play a supporting role in pursuing future opportunities in order to ensure operational and financial success.

Financial Oversight: Manage financial performance of market by partnering with the Finance Business Partner to analyse trends and monitor P&L. Develop and execute appropriate plans to achieve targets based on current performance and forecasted trends. Works with VP and Finance Business Partner to develop gap plans to minimise risk of missing financial objectives. Manage against annual operating and capex budgets that are consistent with market strategy. Manage rack and capacity utilisation. Maintain a 5-year plan to proactively address space needs and shifts in customer activity. Assist in pricing and structuring deals to acquire new business with the objectives of maintaining a high rate of growth, favourable internal rate of return and economic margin, increasing market share, and improving profitability by achieving operating leverage. Approval authority for pricing proposals impacting assigned market(s). Develop, present and maintain annual business plan for market(s).

Financial Acumen: Solid understanding of financial statements and how to use the data to make business decisions. Analyse activity trends and pipelines to forecast activity and labour requirements. Understand the impact of price and deal structure on the bottom-line.

Multi-Year Planning: The Director, along with regional leadership, will develop the business strategy for growth in the region. This strategy will be the basis for the multi-year planning that will include expected operational profitability along with initiatives to deliver improvement, investments in operational capabilities and investments in transformational items in the operations such as facility consolidations or expansions.

Business Development

Revenue Management: Drive revenue growth for market by collaborating with Sales team in developing, identifying and implementing marketing and selling strategies. Collaborating with Sales and Customer Service Teams to ensure SLA’s are met. Develop relationships with top customers in market (strategic, multi-cities and large Local). Develop and implement price increases on field book of business. Participate in key account renewals with authority to sign contracts.

Account Executive Sponsorship: Work closely with Sales/Account Management on opportunities and removing obstacles to expedite revenue generation. Develop and maintain key external relationships with trade associations (i.e. ARMA, AIM), customers and competitors. Drive initiatives within market. Participate in tactical acquisitions.

Problem Solving: Proven ability to understand customer challenges and work with operations and sales teams to develop win-win solutions. Ability to adjust strategic plan and change course in the event key goals may be missed.

Leadership, Talent Development & Culture

The Director will have 5 direct reports. Much focus should be placed on teaching operations management leaders and lending experience in order to build scale and develop talent. The Director should also play a role in identifying people who can be counted on for stretch assignments or are ready to serve in expanded roles based upon previous performance. Also included is ensuring that each operation has succession planning in place, as well as contingency planning to handle unexpected management challenges.

Organisational Structure: Regularly review organisational structure and labour capacity to ensure appropriate alignment with business volume and margin expectations/budget plans. Regularly review organisational model to ensure plan and resources are in place to meet the needs of our customers, operational metrics and financial goals. Partner with Human Resources as needed to make organisational changes.

Employee Development: Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment. Ensures Development Plans are in place, acted upon, regularly reviewed and completed by all exempt employees and high potential hourly employees. Partners with Human Resources on development activities and workshops to address the key competencies required for success in each role and to support individual development plans. Partner with HR Business Partner to ensure talent is reviewed regularly and successors identified for all exempt roles.

Culture: Responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees. Ensure Iron Mountain’s core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce. Partner with Human Resources to foster and promote a positive work environment for all employees through active leadership, self and team, and regular open, two-way communication. Creates an environment where innovative ideas from all team members are welcome, reviewed and actioned. Ultimately accountable for implementing and driving a safety culture.

  Skills and Experience:

Hands on experience with Business Process Outsourcing (mailroom, scanning, data capture services) in support of multiple Customer industries

Well rounded technical experience in support of BPO\BPM operations. Working knowledge of how infrastructure and platforms are intertwined. Solid understanding of possibilities of organising and reporting data through databases.

Ability to lead large and diverse operational teams and comfortable leading & interacting with technical teams.

Ability to analyse financial statements, forecast and measure to budget.

Bachelor’s degree required; advanced degree preferred (MBA or similar).

Must have demonstrated ability for independent decision making, supporting large customer groups, and managing highly visible projects

Must be able to deliver work efficiently through formal and informal channels and display broad understanding of business practices and policies

Ability to work well in a globally matrixed organisation that is fast paced with heavy competition for scarce resources

Must be able to manage programmes assigned such that high-impact issues are identified, understood, communicated, and dealt with in a manner that mitigates risk to the programme

Virtual and remote teaming ability

Excellent facilitation and presentation skills

Strong customer and executive communication skills, written & verbal

Strong P&L experience of similar scope and size

Strong business and financial acumen

Demonstrated ability to build short and long-term business plans

Ability to work with all levels of the organisation

Ability to travel 50% of the time

English, Cantonese and Mandarin are essential