This role will run and control the back-office tolling operations specifically focusing on the implementation of Back Office Tolling Services to include Contact Centre activities (including transition plan, risk management and client satisfaction).

The role involves the set up and running of the electronic toll collection systems (ETCS) for several existing and future projects and other mobility solutions including management of Tolling Call Centre Operations.

This senior level role will also be involved in Bid and Tendering projects for multiple projects in the USA as well as globally.  This is an Operations Delivery role where the role holder will have full responsibility for all aspects of Back Office Tolling Systems.

The ideal candidate will have experience in leadership at a strategic level – specifically with tolling systems and processes. They will have previous experience with project transition with respect to the acquisition of new and existing work in the Tolling industry.

5-10 years Tolling Industry experience essential, must have Business Development and Client facing experience at all levels.

About Emovis

Emovis is a leading technology provider of electronic tolling and other road charging solutions and associated services. The company is 100% owned by Abertis, the world’s leader in highway concessions with close to 6,000 miles of roads under direct management.

Abertis is a global leader for the provision of toll highway infrastructure management and smart mobility services. Our vision at Emovis is to be a leader in road charging solutions and associated services helping transportation operators accelerate their business toward seamless, sustainable and inclusive mobility.

Role

The Head of Tolling Operations will act as a solutions architect for key projects as well as lead and direct all back-office operations. They will be responsible for leading and directing the back-office tolling strategy and implementation of Emovis’ US toll operations business.

This role will run and control the back-office tolling operations specifically focusing on the implementation of Back Office Tolling Services to include Contact Centre activities (including transition plan, risk management and client satisfaction).

The ideal candidate will report directly to the US Sales Director and will collaborate with peers in the US and Europe. The role holder will also work closely with the marketing department and all other Emovis stakeholders to identify, pursue and win new business. The role holder will be a key stakeholder in the development of Emovis’ footprint in the US marketplace, including the development of Emovis and Abertis brand awareness.

Responsibilities

Key responsibilities will include the following areas:

Strategy Development

  • Business and company development outside of day to day work
  • Day-to-day operations strategy development for local site/s

 Build the organisation

  • Set in place staffing structures in a start-up scenario
  • Resourcing management (financial, manpower, assets)
  • Manage and drive start up operations for all functions

 Business development and Relationship Management

  • Complete, end-to-end proposal management and delivery
  • Establish client relationships and processes including potential and existing business
  • Engage with existing emovis sales and business development teams on national and international projects

 Operations Management

  • Run and control the back-office tolling operations across several client sites/projects in the United States.
  • Implement Back Office Tolling Services to include: Contact Centre leadership
  • Transition planning, risk management, start up resourcing, budget and financial management at all levels.

 Develop and deliver multiple programs/projects simultaneously

  • Startup operation/transition management experience essential (transition into or out of existing businesses).
  • Lead and manage local operations, systems and processes as well as supporting national management in the development of efficient operational supports for the entire US business.
  • Staffing and resourcing experience essential in the management of a Back-Office Tolling operation.

 Business Development

  • Promote and help grow AMS / Emovis brand in the US through representing it at high profile events and supporting the BD team in developing key governmental and other institutional relations
  • Manage existing North American based client relations and working with the BD team to increase business.
  • Take a leading role on pre-sales activities by participating on future proposals to refine the Emovis / AMS US go-to-market strategy for operations, meeting with potential customers, and developing partnerships to support the growth of the business.
  • Play a key role in the preparation and submission of operations proposals including finding internal / external key personal to include in the bid, supporting the bid through Orals, and serving as the Project Principal for the Ops phase.
  • Provide input and guidance on marketing communications including website content, sales brochures, product data sheets, company profiles, whitepapers, technical journal articles.

Process Development

  • Contribute to the development of a knowledge management system for the collection and communication of best practices for toll operations and internal procedures.
  • Deliver new operational processes and procedures for credit management, collections, and enforcement

Leadership and organization building

  • Resource management with respect to the setting up and running of a new tolling operation.
  • Implementation of principles, standards, procedures, and policies to achieve a service delivery framework in line with customer requirements and internal company compliance models.
  • Lead the operation and development of efficient operational supports for the business covering:
  • New Business, Customer Service, Collections, Payment processing, Card Operations

Project Startup responsibilities

  • Implementation of Back Office Tolling Services to include Response/Call Centre activities (including transition plan, risk management and stakeholder management).
  • Owned & developed Business Continuity plan ensuring appropriate contingency plans to ensure continuity of operations.

Steady-state operations management

  • Process Improvement experience on multiple projects
  • Providing services, operational support and resolving customer issues
  • Design and implement the management reporting and budgeting systems for a Tolling Operation business
  • Develop strategies for and introduce streamlined processes and use of technology to ensure higher efficiency levels
  • Oversight of Call Center operations including quality assurance
  • Ensuring training requirements and key performance indicator adherence
  • Budget and financial oversight and other contractual operational directives and initiatives

Education

  • Degree in a related discipline or equivalent in experience and training

Experience

  • Tolling services business development experience including contributing to proposal strategy, creating teams, contract negotiation, and contract/services management
  • Direct communications with senior and junior personnel at DOTs and toll authorities
  • Subject matter expertise to include areas such as Automatic call distribution, customer web portals, tag inventory management, trip building, dynamic pricing, service level monitoring, CRM, customer service and mail room operations, reciprocity and interoperability, and Road User Charging.
  • 5 years’ tolling industry experience.
  • Experience working with state/local authority stakeholders essential.
  • Proven experience in business development and marketing of complex IT infrastructure/systems (utilities, telecoms, tolling systems, telephony B2B, technical services).
  • Strong experience with project management/change management with a track record of success.

 Background, Skills and Competencies

  • Excellent verbal skills – Fully conversant in English.
  • Able to make public presentations such as leading oral proposal presentation meetings.
  • Excellent written skills – able to write marketing copy, proposals, scopes of work, and contract language.
  • A high level of integrity is essential as well as an understanding of the importance of protecting the interests of the company while also assuring customer satisfaction.
  • Fosters a high-performance culture through aligning performance expectations with overall business goals.
  • Encourages an open exchange of information and viewpoints, actively listens to others.
  • Translates development goals into actionable plans. Makes timely, confident decisions.
  • Results orientated, proactive and reactive.
  • Self-starting, self-managing, able to work remotely and keep colleagues informed.