EMEA Specialist Customer Support

3 days ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time
What Makes Us a Great Place to Work

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked #3 on s Best Places to Work list and have maintained a spot in the top four on s list for the last 13 years. We believe that diversity, inclusion, and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities, and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ, and parents.

Who You'll Work With

As an EMEA Specialist, you'll join a global team called Results Talent Network (RTN). RTN is a solution developed by Bain since 2020 in order to build a virtual, scalable network of best-in-class, independent talents to augment Bain case teams and other pools of Bain resources globally. RTN enables Bain to better serve clients by providing custom-sourced, point-expertise for case-specific needs and delivering results at a lower price point while enhancing the value proposition. RTN also enables Bain to compete with competitors who have built up an in-house and/or affiliated contractor network with deep expertise; and to manage capacity peaks and troughs. RTN operations are currently managed by a team of 15 across various Bain offices globally.

Where You'll Fit Within the Team

This role will form part of the EMEA operations team, reporting into the EMEA RTN Manager, and will work closely with the Global RTN team. It presents an exciting opportunity for a recruitment and operations-oriented individual to support RTN business growth in EMEA by being a client-facing deployment success lead, managing the talent deployment process end-to-end, and constantly improving RTN processes. The focus of your role will be:

  • Ensuring the quality and volume of RTN contractors' deployments within EMEA:
    • Coordinating the end-to-end process from sourcing, onboarding, and performance management on contractors' deployments in EMEA
    • Ensuring best client experience (account teams and augmented teams) on sales support request management and support to augmented teams.
    • Ensuring best contractors' experience on end-to-end deployment within Bain teams
    • Contributing to demand generation in EMEA as a support to regional manager
  • Managing direct relationships with:
  • Bain partners and associate partners primarily in MEA and more broadly in other EMEA offices
  • RTN talent providers and other third parties
  • Contractors deployed into Bain teams.
  • Bain business functions (HR, Legal, Finance) in coordination with regional operations.


What the Role Involves

You will be responsible in providing end-to-end management of contractor deployment process including sourcing, onboarding, performance management, and offboarding. You will act as a point of coordination between Bain partners and account team, talent providers, and Bain business functions to ensure both high-quality deployments and exceptional client experience. You will act as an internal expert on the regional network of Talent Providers, providing insights on capabilities and market trends with a focus on specific capabilities and geographies. Another key function will be to support RTN global demand generation, including preparation of marketing materials, codification of success stories, data analysis on historical requests. You will use your experience to contribute to the improvement of internal processes and tools in an ongoing manner, together with ensuring a positive experience for contractors throughout their deployment within Bain teams.

What You Will Do

  • Own and manage end-to-end request and deployment process.
  • Contribute to continuous improvement of RTN E2E processes and tools.
  • Contribute to regional demand generation efforts.
  • Vendor management


What We Are Looking For

The following are highly valued:

  • Strong client-facing skills, including ability to interact with senior stakeholders
  • Problem-solving skills and ability to identify and implement practical solutions to meet business needs.
  • A rigorous mindset with high degree of attention to detail
  • Highly responsive, service-oriented individual demonstrating flexibility in adjusting priorities to meet customer needs.
  • Ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism.
  • Outstanding written and verbal communication skills
  • Experience in areas such as flexible workforce management, onboarding, customer success, business operations, or HR operations
  • Alternatively, experience in a professional services organization as business support (knowledge sales), staffer, or freelance management, or equivalent role


Your Career

Throughout your career at Bain, you will participate in world-class formal and informal training programs in order to ensure you continuously develop your skills. In addition, you will be assigned a mentor to help guide you through your career and will develop a network of your peers across teams and offices. Working alongside an outstanding group of individuals, you will develop and enhance your own technology expertise, commercial acumen, and analytical capabilities. Bain is a meritocracy; your progression is driven purely by your performance, not by your tenure.

About Us

Bain & Company is a global consultancy that helps the world's most ambitious change makers define the future. Across 64 cities in 39 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro-bono services brings our talent, expertise, and insight to organizations tackling today's urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a gold rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 2% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry.

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