Description:
An exciting vacancy has arisen for an Operations Manager to lead and manage several support teams within Central Operations. The ideal candidate will drive the customer focused culture and meet the business requirements and to ensure the department operates as a centre of excellence.
The position is based in Kettering although home working/hybrid is an option.
Responsibilities
- Develop comprehensive knowledge and understanding of all department processes and systems to enable you to provide active leadership and prioritisation to support the team and our customers.
- Effective Change Management - driving, handling and leading periods of change whilst displaying motivation and encouraging behaviours.
- Work closely with HR on all aspects of people management including performance, absence and disciplinary processes.
- Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point for the teams - customers, third party suppliers and lender relationships.
- Production and analysis of various MI, proactively reporting recommendations to senior management
- Completing quality assessments on service interactions/tasks/cases to ensure it is completed to the highest standards.
- Be a subject matter expert (SME) in all things customer service and operations related.
- Identify, drive and implement ongoing improvements and countermeasures necessary to close any service delivery or people performance gaps.
Knowledge, Skills & Experience
- 3-5 years’ team management experience of managing a large operational area to include system, process and service enhancements
- Previous experience of working in a customer service management position
- Experience of operating in a fast-paced environment
- Professional, dynamic, proactive, positive and flexible with a "can-do" attitude
- Leadership flair with the skill to motivate others to perform and exceed expectations