Please Note: Application deadline Friday 24th April 2015
Responsible for the management and performance of operational teams, ensuring adherence to policy and process whilst directing strategic change to achieve operational excellence and world class customer service. Key accountabilities and responsibilities include the following:
- Act as a role model to motivate and inspire others to deliver in line with the company values
- Manage and monitor daily workloads throughout the teams ensuring that service standards and key performance indicators are met
- Plan ahead to ensure that a high quality, consistent standard of Customer Service is delivered in line with business objectives, budget and KPIs
- Creation and cascade of operational objectives within the department that contribute to delivery of the Corporate goals
- Lead and coach Team Managers, providing regular communication, feedback and recognition
- Create a culture that delivers high performing, motivated and engaged staff who are passionate about our Customers and improving their processes via continuous improvement
- Manage operational budget, including, Headcount, Overtime, T+E and Reward & recognition
- Maintain and share up to date knowledge of industry best practice with peers and team
- Work closely with peers in UK Operations and other areas to drive performance efficiencies, cross-skilling for volume spikes and a consistent approach to staff policies
Required Skills
- Communication and influencing skills
- Ability to multi-task in a high pressure environment
- Stakeholder management skills
- Understanding of operational and collections activity strategies
- Commercial acumen, connecting needs of clients and internal mechanisms to create value
- Excellent motivational, monitoring and mentoring skills
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