The Toll Operations Solution Architect will lead the creation of strategy for and implementation of Emovis’ US toll operations business. This role 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 creating organization a focus on Emovis and Abertis brand awareness.

Responsibilities

Strategy Development

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

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 solution 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

Develop and deliver multiple programs/projects simultaneously

  • Startup operation
  • 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
  • Lead staffing and resourcing

Business Development Related Responsibilities

  • 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 (ex. RITBA, A25, Utah) ensuring client satisfaction and working with the BD team to increase business with such clients
  • Take a leading role on pre-sales activities around Operations by helping 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 Related Responsibilities

  • 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 account management, collections, and enforcement

Organization Building Related Responsibilities

  • 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, Defining and agreeing SLAs and targets for operations and IT with the key business areas

Project Startup Related 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 Operation Related Responsibilities

  • 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 Desired

  • 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 Usage Charging
  • Experience supporting new business development specifically addressing the state/local authority market and with senior stakeholder management experience
  • 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