Contact Centre Operations Manager

2 weeks ago

Chichester West Sussex, United Kingdom Aptia UK Ltd Full time

Are you an experienced Contact Centre leader looking for their next challenge?

We have a new opportunity for an experienced Contact Centre Operations Manager to take responsibility for the leadership, quality, and productivity of the First Contact Team’s Pension Administration contact centre operations across all contact channels, including digital, ensuring consistency of service irrespective of the member’s contact channel of choice.

You will be managing a small team of managers and will be responsible for a wider team of around 100 people.

The multi-client team support a variety of workplace pension related products including Defined Benefit and Defined Contribution plans. This position requires the ability to implement change, identify improvement opportunities, plan, and motivate people to deliver upon Aptia’s commitments to pension scheme members, Colleagues and Clients whilst delivering to or bettering the budget and delivering strong Controls.

The role holder needs to understand the business metrics in detail appreciate the stakeholder needs and have the leadership skills to influence performance.

This role is a hybrid position (c.2 days per week) aligned with our offices in Chichester.

Here's what you’ll be doing:

Leadership:

  • Create an inclusive, nurturing, and high-performance culture where colleagues are encouraged to thrive, contribute and be themselves.
  • Manage the development and training of all team members to fulfil both company needs and the employees’ career development potential.
  • Ensure effective communication throughout the team via your direct and indirect reports ensuring monthly 1:1s and annual appraisals are effectively managed.

Quality and Client Care:

  • Deliver work within contractual service levels agreements.
  • Ensure the team complies with internal procedures, all aspects of pensions legislation and adhere to service and quality standards, achieving positive member outcomes at the first point of contact.
  • Liaise with onshore and offshore teams to ensure service issues are managed and resolved.
  • Partner with the FCT Operations Leader regarding resourcing and client expectations for all schemes supported by the team.
  • Manage Client Relationships effectively including the attendance of Client and Trustee meetings.
  • Record and investigate any complaints escalated and where needed undertake a root cause analysis of the issues and take corrective action.

Productivity:

  • Manage and distribute work to ensure accuracy and efficiency whilst removing roadblocks that could impact team performance.
  • Lead the team with a pro-active approach to cost management.
  • Collaborate closely with the Resource Planning team, leveraging the WFM (Workforce Management System) to ensure planning of shrinkage (meetings, one to ones) on an intra-month, intra-week and intra-day basis delivering optimum profitability.
  • Provide Management Information reports as required.
  • Ensure timely production of Administration reports for clients and deal with queries arising with the client either by phone or occasionally face to face.

Here’s what we’re looking for:

  • Proven experience in managing or supervising Team Managers within a contact centre environment.
  • Experience in the pensions industry is desired, however we would also consider candidates with a broader Financial Services background.
  • Excellent knowledge of Contact Centre's, MI, WFM and their application to operations.
  • Advanced knowledge of Excel and demonstrable strong presentation skills.
  • Someone with a proven track record in operational excellence, including leading, driving, and motivating a team to achieve or exceed KPIs.
  • This position requires a candidate who can work across a complex Client model.
  • Someone who can motivate and inspire a large team to perform well and create a culture of purpose, collaboration, and continuous improvement.
  • Someone with strong communication skills and passion to support scheme members, whatever their personal circumstances. Given the nature of some of the calls your team receives, it is important that you are authentic and empathetic in your personal style.
  • Demonstrable resilience and adaptability in a fast-paced, agile environment.

If this sounds like your ideal next step, please apply with your CV no later than Monday 13 May.

Aptia is committed to celebrating the diversity of its employees and are proud to be an Equal Opportunities employer. We strive to create a workplace where all colleagues feel they belong and are supported to succeed in their roles. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to email us at Recruitment_UK@aptia-group.com.

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