Operations Manager

SUMMARY:

JOB PURPOSE
Responsible for the day to day operational management of our Service Contact Centre.  Managing and coaching multi-skilled Contact Centre teams via the Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
  The role holder will have the responsibility of managing a centre of excellence, delivering industry-leading customer service and exceptional colleague engagement.

POSITION INFO:

JOB PURPOSE
Responsible for the day to day operational management of our Service Contact Centre.  Managing and coaching multi-skilled Contact Centre teams via the Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
 
The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.
  ACCOUNTABILITIES & DELIVERABLES
·        Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetite
·        Manage and support the delivery of the Contact Centre’s operational service strategy
·        Lead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
·        Provide strong, visible leadership to help deliver a positive, open culture where high-quality colleagues can deliver to their full potential
·        Effectively manage and develop the performance, talent and future capability of all direct reports and wider team
·        Accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite
·        Operate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends
·        Drive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
·        Work with the Business to deliver new products, changes or initiatives impacting Customer Service
·        Ensure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
·        Designing and delivering reward and incentive schemes aligned to fair customer outcomes
·        Ownership of first-line operational risks and controls
·        Develop strong working relationships with key internal and external stakeholders, to achieve business objectives 
 
 
 
 
 
PERSON SPECIFICIATION
·        Proven leader and relationship manager across teams and in a matrix management organisation
·        Detailed understanding and experience of Contact Centre Management
·        Strong relationship & stakeholder management skills at a Senior Manager and Executive level
·        Project management skills in complex multi-functional projects
·        Strong influencing, negotiating & networking skills
·        Excellent management and interpersonal skills
·        Ability to think strategically but translate this into deliverable plans which drive the business forward
·        Prepared to challenge and to manage conflict, at all levels
·        Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
·        Strong awareness and understanding of Conduct Risk
 
 
REQUIRED BEHAVIOURS
To truly embrace, live and demonstrate Our Values: Recognition; Integrity; Unity; Commitment and Wow, in every interaction with colleagues and customers.[JE1] 
 
“This role profile is not exhaustive you may be required to perform other additional duties as and when required”



 [JE1]Should probably be updated with our pillars as well.

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