Head of Service Delivery

3 weeks ago


Manchester, United Kingdom Moorepay Careers Full time

The Head of Service Delivery is accountable for the operational delivery, customer experience, operational controls and overall performance of the UK BPaaS service delivery teams. Additionally, this role must ensure that the end[1]to-end delivery of the customer experience between our delivery locations is seamless through effective partnerships, effective processes and a collaborative approach to delivery of our services.

The role-holder will be required to lead, motivate and manage busy operational teams through periods of significant change and transformation, ultimately always with the goal of having a high performing team culture in place. Working in conjunction with change and transformation teams across the business the role holder will be responsible for optimising the performance and productivity of the BPaaS function through effective workforce management, maximising labour arbitrage opportunities and other continuous improvement initiatives.

The individual will be expected to consistently challenge the status quo and have a thirst for seeking new and better ways of working including process innovation, the use of technology and automated solutions and ensuring our colleagues are trained to deliver the expected service outcomes to a customer service professional standard.



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