, plus car allowance and bonus)
Operations Director
Leicester
£90,000 - £110,000 depending on experience, plus bonus and car allowance
1. Are you ready to lead and inspire a team of customer focussed individuals to achieve positive results?
2. Do you thrive in a busy call-centre environment?
3. Do you want to work for a vibrant, enthusiastic company who truly celebrate success and collaboration?
The Company:
ER Recruitment are working in partnership with PPL PRS, the UK's music licensing company. They are a passionate team of like-minded individuals who work together and believe in protecting the value of music.
The successful candidate will be a people-person and a determined individual, who ensures that quality client services are provided at all levels.
Role & Responsibilities of the Operations Director:
4. Recommend, gain agreement to, and implement a customer strategy and operating plan to deliver cash collection and projected growth targets.
5. Assist the Managing Director in embedding a new customer centric organisation using the clearly defined company values to engender a service driven organisation.
6. Support direct reports in building and managing relationships with licensees, debtors, and debt collection agencies. Where appropriate, to resolve the most complex complaints to deliver the desired outcome and manage reputational risks.
7. Continuously monitor business performance against metrics with direct reports, review trends and resources to address under-performance.
8. Ensure public performance licensing operations are being delivered in a cost-effective manner while maintaining excellent customer service levels.
9. Work in partnership with relevant departments / roles to drive continuous improvements of Customer processes (including knowledge sharing) and systems.
10. Own the relationships with internal and external stakeholders to ensure collection and debt recovery schemes are operationally efficient.
11. Identify and mitigate risks within the Customer Operations department and across the business.
12. Provide clear and strong leadership, management, and communication for the Operations teams, translating strategic goals into actionable plans, deploying resources to realise the departments’ strategic ambitions, and leading by example.
13. Ensure policies and procedures are adhered to across Operations to maintain professional standards.
14. Develop and implement initiatives to achieve high levels of employee satisfaction, morale, and retention and to control absence levels across Operations to agreed levels.
15. Be accountable for recommending to the Board and then managing the agreed annual cost and cash collection budget for the business.
16. Provide monthly forecasting of costs and cash collection.
17. Take overall responsibility for the Operations data, including setting strategic direction, approving change, and supporting data governance activities.
About You as the Operations Director:
18. Significant track record in implementing cash collection and debt recovery strategies & processes.
19. Ability to build and motivate high performing service teams.
20. Experience of managing outsourced debt collection agencies.
21. Leadership at a senior, including executive, stakeholder level.
22. Executive stakeholder relationship management experience.
23. A capable and experienced negotiator.
24. Understands direct and indirect collections models and business development experience.
25. Understands the full customer lifecycle from sales to collections and enforcements.
26. Commercially focused.
27. Good communication and influencing skills.
28. Decision making and judgement skills.
29. Ability to drive for results.
30. Strategic thinking and planning ability.