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Operations Manager

Sanderson
Job LocationPeterborough
EducationNot Mentioned
Salary£45,000 - £51,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

The OpportunityDue to rapid growth of the business, we are looking for an experienced Operations Manager to deliver excellent customer journeys. The successful candidate will own the most customer sensitive and/or highest value journeys within an account to ensure journeysare managed and improved effectively to deliver strong customer experience/outcomes. They will also ensure this happens in alignment with the requirements of the business, to support delivery of Diligentas corporate objectives.Youll be:

  • Ensuring that contractual and non-contractual measures of the effectiveness, timeliness and quality of the customer experience/outcomes are consistently delivered through the effective management of resource and processes within the journey and throughthe ongoing monitoring and improvement of the journey performance.
  • Responsible for the total cost of the journey and take action to reduce this total cost, considering cost drivers that include resource costs, cost of failure, rework, redress, service credits etc.
  • Ensuring that the journeys operate on a robust, well controlled basis with effective management of controls and risk, minimising cost of failure, breaches and other negative consequences driven by control, people and performance failures. Working with Risk,Compliance and Internal Audit teams to ensure that journeys continue to be managed in accordance with regulation, client standards and any other frameworks as appropriate. Ensuring the controls environment is evolved in line with the deployment of technologyand other changes to the journey.
  • Conducting through analysis of MI, data, complaints trends, TNPS scores/comments, feedback and other sources of insight, identify continuous improvement activity and take action to deliver this activity either directly or in collaboration with other businessteams.
  • Representing Diligenta in client meeting, cross Diligenta enterprise meeting, bid work, gaining support for investments etc and be able to articulate the journey to all those audiences.
You should apply if you:
  • Hold significant experience of Operations - preferably gained in team leader/manager roles in contact centre / back-office environments.
  • Have experience of driving improvements involving process, people, and technology.
  • Can show proven leadership skills - able to motivate and inspire a team.
  • Have experience of working in an outsourcing environment.
  • Can display experience of driving improvements involving process, people and technology.
The Perks
  • 25 days holidays + 8 bank holidays
  • Discretionary annual bonus
  • Company pension scheme membership
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
  • Access to our Confidential Helpline is available to be used by you and your family
  • Develop your career through a wider global organisation of the TCS family

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