Operations Director Financial Services, Irvine
Client:
Teleperformance
Location:
Irvine, United Kingdom
Job Category:
Other
EU Work Permit Required:
Yes
Job Views:
6
Posted:
10.02.2025
Expiry Date:
27.03.2025
Job Description:
Job Title: Director of Operations
Department: Operations
Management Responsibility for: Contact Centre Managers and others
Travel Required: Yes
Reports to: VP of Delivery
Location: UK
Contract Type: Permanent
The Job:
To be responsible and accountable for the performance of a call centre(s) to include achievement of financial targets including revenue generation, operational profitability and margin delivery, service levels, client requirements, and KPIs. To lead, develop, motivate, manage and organise a number of teams across different client requirements through the development of a high-performance culture. To be an effective member of the senior management team.
Experience:
* Extensive knowledge and experience of successfully operating at a senior level in a contact centre environment
* Knowledge of Financial Services and associated regulatory environment
* Extensive knowledge and experience of managing multiple complex campaigns delivering to client requirements maintaining excellent client relationships to enable growth
* Proven track record in achieving financial targets including revenue, profit, and margin achievement
* Proven track record in achieving non-financial targets including grade of service and client-specific KPIs
Qualifications:
* At least 2 years at Contact Centre Management level or equivalent
Skills/Personal Attributes:
* The ability to build a culture of openness, achievement, and commercial success
* Proven track record in leadership of successful teams
* Must be able to work independently with remote management
* Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward
* Committed to the delivery of a high level of customer service, able to establish strong working relationships with customers, understand their needs, and deliver commercial success
* Demonstrates the ability to challenge traditional approaches and looks for better ways of working
* Solid commercial awareness and the ability to act commercially to avail of profit opportunities in the short and longer term
* Drives for results and conveys urgency in driving issues to a conclusion
* Ability to persuade and influence others with proven negotiations
* Inspiring leader who can build a high morale, high performance culture
* Influences others and adds value in the delivery of the operational goals and targets
* Actively contributes to the development of skills of others by managing their performance, providing constructive feedback, and providing development opportunities
* Good understanding of call centre technologies and proven experience of optimising the same
* Succession planning
Key Results Area:
Achieving Financial & Non-Financial Targets:
* Drive centre profitability through dynamic process management, enhanced resource utilization, ensure the operational financial goals for the centre are met on a month-by-month basis and contribute to the overall financial objectives of the company
* Proactively analyse industry needs/trends and make recommendations to the Board as the need arises
* Work closely with the Client Services function to assess the potential development of existing client contracts and to drive performance to achieve such potential
* Identify and control business costs, recommend and implement improvements of budget performance, and improve control mechanisms in conjunction with the Commercial function
* Work effectively with the Sales & Marketing function to take maximum advantage of any potential development of new clients
* Design, develop, deliver and monitor client, internal processes, and KPIs
* Introduce robust and effective change controls in an environment where the situation is complex, continually changing, and difficult to analyse and control
* Identify opportunities to improve productivity
Effective Operational Call Centre Management:
* Manage call quality, staffing levels, and workflow to ensure maximum productivity, call and data handling efficiency
* Liaise with all departments to ensure KPI/SLAs are achieved
* Provide knowledgeable reference point for problem resolution and escalated contacts
* Ensure valid information is provided in handover to incoming duty manager and relevant others
* Identify and implement improvement actions within remit to maximise outputs of team
* Act as the recognised expert on TOPS at the site ensuring all management comply with TOPS, promoting and supporting TOPS
* Build a culture of effective two-way communication using appropriate tools
* Engender a culture of two-way communication that makes employees feel that their opinions are considered
* Ensure decisions made are explained and are effective
* Ensure open and honest communications are fostered through multiple channels and communication skills of team members are developed
* Ensure team members know who the operations management team are and that management are available to team members
* Develop and utilise a variety of communications methods to ensure that all team members receive appropriate and timely information regarding individual, campaign, site, and company performance
* Build a culture of feedback and continuous improvement across the site or operational area incorporated into Company framework of monitoring, coaching, and performance development
* Make employees feel valued, ensuring that attrition targets are met and positive Employee Survey feedback is achieved as well as building a high performing culture of positive employee relations where employees are actively engaged in the business
* Ensure employees are encouraged to remain with the company through a range of interventions including risk assessment of potential leavers, internal career development opportunities, succession planning
* Create a positive climate on the team through effective communications, team building, clear focus on objectives, and regular feedback
Management of External Relationships / Suppliers:
* Maintain and grow the business relationship with professional bodies
* Proactively raise the Company profile within the marketplace both in terms of business and recruitment activity
* Build excellent relationships with client contacts as an enabler for market growth
ISO Standards:
* Provide management direction and support for information security in accordance with business requirements and relevant laws and regulations
* Support the organisation in identifying security requirements and assess the risks and threats
* Once risks and/or threats have been evaluated you will be responsible for being part of the decision-making work streams to agree and select the most appropriate controls that are presented to you
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Created on 10/02/2025 by JR United Kingdom
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