people talking on headsets

Head of Operations

Knowledge

Evidence of leading and delivering transformational change and business improvement initiatives, to deliver a high performance organisation.

Significant experience of Contact Centre Management at a senior level.

Proven ability to maintain a Customer focus in a regulatory environment

Demonstrable experience of driving performance and improving results.

Evidence of managing Exec level stakeholders effectively.

Commercial Acumen

Skills

Excellent communication skills with ability to influence and build relationships at all levels.

Ability to understand, interrogate and present data.

Own and support the corporate and departmental strategic objectives

Champion a continuous improvement culture and along with the other CC Heads, transformation of the contact centre to achieve a high performance environment, moving to industry best practices within the contact centre industry

Proactively identify opportunities and generate solutions to improve cost and efficiency across the team to ensure the overall success of the business and improve customer and colleague journeys.

Analyse data to identify and drive performance improvement.

Effectively manage the financial budgetary requirements for the area.

Support an end to end customer journey focus across all operations and be a process owner for key customer journeys

Develop strong strategic relationships with key stakeholder across the business to ensure strategic objectives and projects are delivered.

Maintain quality service by effectively managing quality and customer service standards; analysing and resolving quality and customer service problems; identifying trends; recommending system improvements

Behaviours

A strategic thinker with excellent commercial awareness, prepared to shape challenging targets in order to achieve the overall business strategy.

Ability to lead and drive high performing teams.

Attract, retain, motivate, coach and develop a team of Managers (COMs).

Technically astute whilst being able to align to operational challenges and needs.

Demonstrate flexibility, resilience and comfort operating in ambiguity.

Comfortable operating in a fast paced changing environment.

Create and sustain a culture of empowerment, trust, openness, two-way communication and feedback through exceptional people leadership and companywide team working.

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