Operations Manager - Collections - Hybrid working

Job Description

Accountability, Recognition & Career Growth How often does an Operations Manager position come around that really offers you all of these Our client is a global market leader in the provision of high-level financial customer contact services to clients across Banking, Utilities and Telecoms. As part of their continued success and growth ambitions they are looking to appoint a driven, influential,and resilient Operations Manager to drive the UK business forward. Reporting to the Head of Operations UK, you will sit on the Operations Management Team and lead service delivery across a blue chip financial services client base, driving performance through your people and growing relationships with key clients bothexternally and internally. What will you get

• Salary £36000 - £39000
• Hybrid working - 3 days in the office / 2 days from home (flexible)
• Increasing holiday entitlement (28 to 33 days / year)
• Auto Enrolment pension programme from Day 1
• Death in Service life insurance coverage
• Regular opportunities for career progression
• "Birthday" paid time off
• Rewards and Peer Recognition programmes
• Well Being committee
• Supportive environment that actively promotes a Work-Life balance
• Healthy Working Lives - GOLD AWARD recipient
• Ongoing support of local charities
• Annual prize giveaways (inclusive of all expense paid trip)
• Employee referral programme
• Casual dress code

What are we looking for

• Experience in contact centre Operations Management or Senior Team Management gained from a Collections or Financial Services Outsourcer environment
• Client facing and account management experience
• An approachable, dedicated and reliable manager who understands how to get the best out of their people
• Experience of data trend review and analysis. Identify areas of opportunity and develop strategies to improve processes and procedures
• Strong experience of working under strict regulatory standards
• Customer satisfaction and staff engagement project work is desirable
• Continuous improvement expertise is advantageous
• Ability to build relationships with and influence key managers across the business
• Understand the importance of CSATs and NPS within a customer cenric environment
• Results focused and committed to the values surrounding outstanding service delivery through effective people management
• To be flexible to cover operational working hours

What will you do

• Be instrumental in leading the delivery and implementation of client and company requirements together with driving an excellent customer service culture
• Actively support and develop your team leaders promoting an environment of continuous improvement through the use of feedback, coaching, training and other development activities
• Have proven experience of driving performance through your team to achieve all KPIs including Customer Satisfaction and Net Promotor Scores as well as maintaining quality standards
• Manage the campaign, teams and all key personnel to provide the contracted services to clients at the agreed levels of service and quality, ensuring that all company targets and goals are exceeded
• Lead, inspire, support, develop and motivate team leaders to ensure the highest level of performance and service standards are achieved with the aim of continuous improvement, quality performance and efficiency
• Manage the campaign to maximise revenue from client relationships to increase efficiency of the operation by delivering excellent client and employee satisfaction
• Ensure that compliance and regulatory standards are met consistently and understood by all.
• Create and maintain a culture that is in keeping with business values

How to apply

• Send your CV asap via the apply function below