Small Journey Owner Operations Manager - 6 month FTC

Job Description

Small Journey Owner (Operations Manager) - 6 month FTCWho are DiligentaDiligentas vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients operations. A business that has beendescribed as home by existing employees, we drive a culture that is founded on positive change and development.The OpportunityWe have an exciting opportunity for an Operations Manager to join our Operations team in our brand new office in Stirling.As an Operations Manager, you will be focusing on delivering excellent customer journeys within Diligentas strategy by owning the end-to-end customer journeys within an account. It will be your responsibility to ensure journeys are managed and improved effectivelyto deliver strong customer experience/outcomes. You will be responsible for leading the resource capability required to deliver the customer journeys (either directly or on a matrix basis and across multiple locations) and for creating an engaging environment that is driven by continuous improvement andeffective risk / control management for both for Diligenta and its clients.Youll be:

• Leading the charge for engagement
• Leading a team of direct and matrix reports where you will create a high performing, engaging environment where individuals connect with, are inspired by and take action to continually improve customer and business outcomes delivered by the journeys.
• Operating as part of an operations management team and play an active role in this, supporting the delivery of the management teams objectives and role modelling strong management and leadership behaviours
• Ensuring that contractual and non-contractual measures of the effectiveness, timeliness and quality of the customer experience/outcomes are consistently delivered.
• 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.
• Be the gate keeper of change to the journey to ensure that when impacting business change initiatives are scoped, shaped and delivered, they are done so in a manner that support the effective management of the customer journey(s)

You should apply if you:

• Have significant experience in Operations - preferably gained in team leader/manager roles in contact centre
• Proven leadership skills - able to motivate and inspire team
• Possess a creative mindset
• Are resilient in nature and possess a continuous improvement mindset
• Experience of driving improvements involving process, people and technology
• Have experience of UK Life & Pensions market place (desirable)
• Experience of working in an outsourcing environment (desirable)

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