Operations Development Executive
4 weeks ago
Are you an experienced Contact Centre Senior Operations Manager?
Here, you can improve your quality of life and grow your career. 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.
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. 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. Financial performance
Achieving profitable business growth across all clients within the site, including:
Own the relationship with the client (in the absence of an Account Manager) or partner with the assigned Account Managers 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.
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.
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.
engagement and performance.
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 under-performance 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.
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.
Monitor and address employee satisfaction issues through the use of surveys and implement action plans.
Financial: Proven ability to action commercial decisions affecting P&L and create budgets/forecasts whilst tracks financial performance against plan.
Employee performance: Performance Management skills.
Demonstrated knowledge of industry & general business management.
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