Global Operations Resolution Specialist

Are you a problem solver with a passion for operational excellence, dispute resolution, and delivering outstanding stakeholder experiences?

We're looking for a Global Operations Resolution Specialist to join our Placement, Quality & Compliance (PQC) team in Glasgow. This is a fantastic opportunity for someone who thrives on driving process improvements, resolving complex issues, and collaborating across multiple teams to deliver exceptional business outcomes.

About the Role

As a Global Operations Resolution Specialist, you'll play a critical role in ensuring billing accuracy, effective dispute resolution, and strong purchase order governance. Acting as a key link between Operations, Credit Control, Finance, and clients, you'll help minimise financial risk, support timely cash collection, and drive continuous improvement across the function.

What You'll Be Doing

Purchase Order Management

• Own and manage PO governance across assigned accounts
• Resolve issues relating to missing, incorrect, or expired purchase orders
• Partner with clients and internal teams to improve PO accuracy and reduce billing delays
• Monitor and drive PO compliance

Dispute Resolution

• Lead the end-to-end resolution of invoice disputes
• Investigate root causes including PO issues, rate discrepancies, and timesheet errors
• Manage complex or high-risk escalations to minimise cash flow impact
• Implement preventative actions to reduce repeat issues
• Maintain accurate client master data to support right-first-time billing

Operational Excellence

• Identify recurring issues and process inefficiencies
• Drive sustainable improvements that enhance quality, accuracy, and efficiency
• Support wider transformation and continuous improvement initiatives

Stakeholder Management

• Act as the central point of contact for dispute-related matters
• Build strong relationships across Operations, Credit Control, Finance, and client teams
• Provide clear updates and insights to support decision-making and resolution outcomes

Reporting & Governance

• Track and report on dispute resolution activity and PO compliance
• Monitor key performance metrics and identify trends
• Support operational governance through meaningful reporting and analysis

SOP Management & Compliance

• Develop and maintain client-specific Standard Operating Procedures (SOPs)
• Ensure processes are documented, compliant, and consistently applied
• Drive adherence to operational controls and continuous improvement standards
• Execute testing and control frameworks to maintain operational excellence

What We're Looking For

• Experience in operations, billing, credit control, or dispute resolution
• Strong attention to detail and a high degree of accountability
• Proven ability to manage complex issues through to resolution
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving ability
• Ability to manage multiple priorities in a fast-paced environment

Why Join Us?

This role offers the opportunity to make a tangible impact on business performance by improving processes, reducing financial risk, and enhancing the experience of both internal and external stakeholders. You'll work with a collaborative global team where continuous improvement, accountability, and service excellence are at the heart of everything we do.