We have an exciting new opportunity for an experienced and inspired leader to join our Pensions Administration business area, as a Senior Operations Manager – Contact Centre.
The Senior Operations Manager – Contact Centre will be responsible for the smooth running of their team, ensuring the delivery of an efficient service that aligns to the firm’s strategic ambitions. You will deliver a profitable service within your area of operational control, finding new solutions to existing problems and empowering your team to deliver with impact. Operational Excellence will be in your DNA, enabling you to demonstrate an innovative and commercial approach to problem solving, utilising a range of solutions and input from relevant subject matter experts; ensuring delivery of a cohesive service offering.
This is a permanent opportunity with Hybrid working and based in our Birmingham or Glasgow offices (with fortnightly travel between the two offices).
Responsibilities:
* Develop operational strategies to deliver standardised disciplines within business area, aligned to the strategic ambition.
* Define critical KPI’s that are measurable and set the tone for performance standards.
* Monitor your team’s engagement in KPI’s, through collaborating with line managers and role modelling great communication standards.
* Understand the skills and capabilities within the team to be able to identify training needs, working with your People and Culture Strategic Business Partner when appropriate.
* Establish operational practices to inform capacity planning and provide clear development and process frameworks within the team.
* Lead with a change and continuous growth mentality resulting in high performing teams.
* Empower the team to find new solutions to existing problems and to embrace accountability suitable for their roles and responsibilities.
* Work with key stakeholders and internal customers to ensure the operational requirements are cascaded and understood.
* Support Operations Managers and Team Leaders to identify and provide solutions to complex problems.
* Play a significant role in medium term planning; adapting plans and priorities to address resource issues and operational challenges, taking into account the wider client deliverables and managing expectations.
* Establish regular communication with your team including impactful, regular 121s, broader team collaboration and clear pathways to share insights and gather feedback.
* Use coaching to grow the skillsets in your team and keep up to date with training and development opportunities.
* Support, Implement and Maintain Information Security procedures and activities in accordance to Barnett Waddingham’s Information Security Policy.
We would love to hear from you if you have:
* Experience leading high performing commercially driven teams - preferably in a pension administration (or similar) background. A call centre background would be highly desirable.
* Passionate about process improvement and embracing change
* Strong IT skills to perform all aspects of work efficiently
* High professionalism skills
* A proven effective communicator
What's in it for you:
* Competitive discretionary annual bonus
* Core benefits paid for by BW including life assurance, group income protection, private medical cover and 25 days holiday per year with holiday trading
* A generous pension scheme where we contribute 8% of your salary from day one of your employment
* Employee Assistance Programme to support you and your family through any concerns or challenges you may experience
* A comprehensive range of voluntary benefits to suit your life stage and lifestyle including a tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, extension of private medical cover or life assurance to family members, gym membership, travel insurance and a broad range of discounts at hundreds of retailers including supermarkets, fitness centres, travel and leisure companies
#J-18808-Ljbffr