Job Description:
A challenging opportunity has arisen for a Senior Operations
Manager. The key objective of this role is the management of a
function, taking ownership for various performance improvement
initiatives that contribute to the business strategy and to develop
and implement an ongoing business plan to achieve KPIs and further
improve overall performance for a specific department.
Key responsibilities include:
Create a customer centric culture and drive service
excellence
Challenge, identify and improve process / systems issues impacting
the customer and people
satisfaction
Develop, design and implement the strategic aspects of
operations
Develop a culture which embraces change and promotes the right
behaviours at all levels
throughout the organisation
Drive and implement strategies to continually improve customer
experience
Develop and lead an effective management team to deliver excellence
across all activities
Build and maintain excellent working relationships within the
company
Ensures the systems, resources and support is in place to provide
exceptional customer service
and ensure all KPIs are achieved through all teams
Drive the employee engagement strategy to ensure our people are
motivated effectively to
deliver exceptional customer service
Ensure the operation runs in accordance with relevant legislation,
in particular with regard to
the FSA / FAIS / FICA
Evaluate customer quality
Customer satisfaction valuation and enhancement
In addition to this, you will also be responsible for Key Strategic
Project Delivery as identified by
the MD
The successful candidate will need to
demonstrate:
A career track record that shows high potential growth, stability
of employer, development within
larger customer-centric organisations and career promotions within
the same line of work.
History of personally delivering excellence within your contact
centre, increasing your employee
engagement scores and leading an award winning centre.
Hands-on experience of delivering improvement to the customer
journey and leading teams on
a national basis (with international partners).
Outstanding communication and inter-personal skills as well as
proven track record of
engaging and influencing a diversely spread workforce (individual
contributors through to
executive teams).
A leader that is passionate about people; nurturing and coaching
your teams to deliver
customer excellence and setting best practice across the
group
Should you meet the above mentioned requirements please send an
updated CV by no later than: Wednesday 15 February 2012