Customer Operations Performance and Improvements Manager
Are you an established leader with experience of managing high performing operational areas? Do you have a history of leading successful Contact Centre transformation programmes? Then this could be the perfect opportunity for you!
As the Customer Operations Performance and Improvements Manager, you will lead on all aspects of the operational performance and continuous improvement and transformation programme. You'll be a true people leader, able to develop, transform and engage the workforce.
Acting as a key member of the Senior Management Team, you will report directly to the Head of Customer Operations, whilst cross-working with other key service areas across the organisation. You'll be an effective communicator, bringing together stakeholders to work in a collaborative manner.
Through strong leadership, you will support the Head of Customer Operations to continuously grow the service, set the customer operations strategy, identify opportunities for improvement, and generate ideas and solutions that add true value to the service and the operation.
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours)
Flexi time
Hybrid working model
Career development
Active wellbeing and inclusion networks
Excellent pension
Access to a wide range of benefits and high street discounts!
Main duties of the job
This role is a key part of Customer Operations reporting directly to the Head of Service. The Customer Operations Performance and Improvements Manager will be responsible for operational performance, continuous improvement strategies, and leading on the Contact Centre transformation programme.
You will work collaboratively with colleagues within the Citizen Services Directorate, Senior Management Teams, and internal and external stakeholders to promote and achieve the Customer Operations strategic ambitions. The post holder is to maintain a focus on providing exceptional performance and delivery while developing an engaged workforce with attention to wellbeing and maintaining value for money from the service.
The role requires strong leadership of operational teams and experience of transformational delivery.
About us
At the NHS Business Services Authority (NHSBSA), we deliver a range of essential national services to NHS organisations and contractors, patients, and the public.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable, and Energetic. We CARE about what we do and support each other in achieving our objectives.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued, and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces, and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA, we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours, or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job responsibilities
1. Leads on operational strategy and business planning processes to ensure that the services continue to develop to meet customer, client, and stakeholder requirements.
2. Working with the Senior Management Team to ensure that the business planning process meets the needs of the service, translating the strategic aims into an operational plan with clear targets and objectives.
3. Be responsible and act as an escalation point across the service identifying where key decisions are required, being comfortable with a high level of accountability but also being able to identify where you need to escalate to the Head of Service.
4. To offer strong leadership to support the Head of Service across all aspects of the service delivery and business priorities. Working across services to identify synergies and other opportunities.
5. The post holder will develop operational structures in collaboration with the Senior Management Team and Corporate Business Partners, Learning & Organisational Development, and Human Resources and ensure operating models are continuously effective.
6. Anticipates the key issues to critical business success. Identifying opportunities for improvement, generating ideas and solutions that add value to the business and contribute to the delivery of service plans.
7. Attend and/or present to any forum necessary in line with the responsibilities of the Performance Manager.
8. Deputise for the Head of Service when required and provide reciprocal cover for other Senior Management Team members when needed.
Person Specification
Personal Qualities, Knowledge, and Skills
1. Excellent verbal, written, and presentation skills across a variety of audiences.
2. Ability to work autonomously, taking decisions and actions in line with strategic aims and objectives with a high degree of responsibility.
3. Ability to see and assess wider implications, considering impact and consequences, agreeing solutions for all issues.
4. Ability to use discretion to make judgements involving highly complex data or facts which require the analysis, interpretation, and comparison of a range of options.
5. Ability to interpret regulations and influence the development of policy.
6. Strategic management, leadership, and motivational skills, encouraging ownership and effective working relationships.
7. Ability to handle highly sensitive or confidential information. Strong skills of tact and diplomacy.
8. Comfortable working with conflicting priorities and able to focus on multiple priorities at the same time.
9. Comprehensive understanding of accountability to clients and stakeholders, delivering an exceptional customer service experience.
10. Creating reports, business cases, and options appraisals.
11. Well organised and able to work to tight deadlines, prioritising tasks and working on own initiative.
12. Driving and managing change. Analysing and assessing how it impacts people and implementing plans to ensure people have the tools and understanding needed to adapt.
13. Knowledge of the recruitment systems and processes across the NHS and key stakeholder groups.
14. Knowledge of Quality Management Systems.
Experience
1. Significant relevant experience in a senior management role where there are multiple KPIs/statutory targets to meet.
2. Proven delivery of process and performance improvements within high impact service delivery at scale and pace.
3. Significant experience of building productive and collaborative working relationships with internal and external stakeholders and clients in order to arrive at mutually acceptable solutions to business issues.
4. Working in a matrix environment and across multiple teams and lines of reporting to ensure outcomes.
5. Breadth of experience across a number of people management and employee relations activities with awareness of financial, legal, and organisational impact.
6. Experience of managing budgets, understanding financial impact, and influencing budget setting and business planning.
7. Experience of working in a regulatory service with the ability to react/respond to legislation changes at pace and with structure.
8. Significant experience in decision making at a senior management level.
9. Experience in successful change management principles in an administration environment.
10. Experience of significant organisation re-design: including in-sourcing, out-sourcing, TUPE, redundancy etc. and understanding the impact thereof.
11. Measuring and analysing customer and staff experience and implementing significant improvement to enhance satisfaction levels.
12. Experience in ensuring customer feedback from insight and complaints is acted upon when there is an opportunity to improve.
13. Lead on delivery of complex long-term projects with a good understanding of project management techniques.
14. Experience implementing Lean Systems Thinking principles or similar.
15. Knowledge of Agile and Digital development.
Qualifications
1. Degree level or equivalent qualification or significant relevant experience.
2. Professional or post graduate qualification in a relevant field e.g., management or business.
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