Head of Operations

2 weeks ago

Kingston Upon Thames, United Kingdom Foundever Full time

Are you an experienced Contact Centre Senior Operations Manager?


We are looking for an exceptional Leader to undertake the role of Head of Operations at our location in Kingston-upon-Thames .


WHY FOUNDEVER™?

At Foundever™, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments.


WHAT YOU'LL BE DOING

The Head of Operations is responsible for the successful operation, strategic direction and financial contribution of our Kingston site, managing both human and material resources.


You will be location centric, as opposed to client centric, and the focus is the management of the site/hub operations.


As the Head of Operations you will be responsible for the growth and successful operation, direction and financial contribution of multiple clients, managing both human and material resources.


KEY RESPONSIBILITIES:

Financial Performance

Achieving profitable business growth across all clients within the site, including:

  • P&L management
  • Forecasting/resource planning and prioritization.
  • Achieve Revenue and Profit to EBTIDA.
  • Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.
  • Establish, monitor and maintain priorities to meet client, site and corporate goals.

Clients

  • Own the relationship with the client (in the absence of an AM) or partner with the assigned AMs to grow the accounts.
  • Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery.
  • Participate in bids as appropriate.
  • Identify possible business opportunities for growth within the current business
  • Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement.
  • Communicate and escalate client issues to appropriate teams.
  • Serve as an effective business partner to multi-site clients, working in conjunction with peers; support the broader business line and corporate units to achieve goals.

Operational Performance

  • Review performance for each LOB and provide support and accountability at each level.
  • Drive KPI performance.
  • Have a solid strategy for both Work from Anywhere ( , B&M etc.) engagement and performance.
  • Ensure our operating model (Peak OS) is consistently implemented across the site.
  • Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verify performance against operational and financial metrics and manage underperformance through improvement plans.

Compliance

  • Be responsible and accountable for the proactive implementation and ongoing operational adherence to the Foundever and client contractual security policy requirements and legal compliance to all appropriate legislation.
  • Ensure that all Foundever contract and permanent staff fully comply with the security policies and requirements, as it may impact revenue.
  • Proactively manage and be responsible for all health and safety issues, ensuring a safe working environment.

Leadership and Management

  • Promote a walking management philosophy
  • Development of the leadership team via succession planning and leadership development.
  • Promote coaching and development of associates through processes such as the continuous performance management (CPM).

Associate Satisfaction

  • Attract and retain the best talent.
  • Work with Human Resources in addressing people and labour issues as necessary, including attrition and absenteeism.
  • Monitor and address employee satisfaction issues through the use of surveys such as Sit & Tell and implement action plans.


ABOUT YOU

It is essential that you are an exceptional leader and that you have passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers.


It is key that you are a confident and an experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.

You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay. You will be able to establish robust working relationships with both internal and external stakeholders.


YOUR PROFILE AND EXPERIENCE

Leadership: Exceptional leadership skills with ability to manage multiple teams and large groups of people.

Expertise: Minimum of 5 years’ experience in a Contact Centre Management role.

Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.

Financial: Proven ability to action commercial decisions affecting P&L and create budgets/forecasts whilst tracks financial performance against plan.

Ability: Good numeric and verbal reasoning skills.

Critical-Thinking: Effective problem-solving skills.

Employee Perfomance: Performance Management skills.

Knowledge: Demonstrated knowledge of industry & general business management.

Background: A clear criminal background check.


KEY POINTS

Salary: Dependent on experience

Location: Kingston-upon-Thames, UK (on-site)

Contracted Hours: 37.5 hours per week

Working Hours: Core business hours

Contract Duration: Permanent


Apply Now We look forward to reviewing your application.


Foundever™ is an equal opportunity employer. We value our diversity and we’re committed to making Foundever a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.


If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.


The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.


(ever) creative. (ever) committed. (ever) connected.

foundever.com

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