Head of Operations
2 weeks ago
The Role:
*Drive the day to day running of the organisation's operational functions, supporting the CEO of Employee Services in delivering the businesses key goals.
- Responsible for multiple functions including (Engagement, Sales Support, Onboarding, Customer Experience, Payroll and Pensions - with 5 direct reports plus multiple indirect reports.
- Support the SMT and Line Managers with development and implementation of the overall business strategy.
Main
**Responsibilities**:
- Understand the full offering and processes, to identify business development opportunities within the existing client base.
- Work closely with the Engagement Manager to drive employee engagement across all clients, and to ensure service delivery consistently meets and exceeds customer expectations.
- Promote and lead on a culture of continuous improvement across the business.
- Create, manage, and improve internal standard operating practices.
- Organising and taking high level internal and external meetings where necessary.
- Manage relationships with suppliers, clients, partners, and other stakeholders.
- Being an escalation point for client queries and issues.
- Managing the budget for the Operational function.
- Ensure compliance with all relevant operational regulations.
- Drive the development of a positive internal culture that retains key employees and encourage their professional development.
- Increase departmental effectiveness, engagement, and accountability by communicating values, strategies, and objectives.
- Support direct reports with regular performance management such as appraisals and performance reviews.
- Recruit, develop and retain key staff to help drive operational efficiencies and meet business goals.
- Senior Manager with operational experience.
- Organisational skills - time management and the ability to prioritise competing demands are key.
- Communication skills - ability to communicate across the business at all levels.
- Excellent communication at all levels.
- Trust, honesty and integrity - as a key member of the team, you will form part of the SLT and interface with key internal and external stakeholders.
- Flexibility and Adaptability - given the nature of Growth Partners, you must be willing to adapt and be flexible to all situations
- Problem solving and solutions-oriented mindset
- Attention to detail and accuracy
- Computer literate (MS Office, Word, Excel, Outlook)
ESSENTIAL SKILLS/KNOWLEDGE & EXPEREINCE
- Minimum 4 years senior management experience
- Experience managing multiple functions at the same time
- Strong communication skills
- Identifiable operational experience
- Confident working with a variety of key stakeholders
- Budget management experience
- Experience integrating SaaS solutions
DESIRABLE
- Degree level education
- Project management experience
- First hand experience of Sales and Marketing, Commercial Revenue Generation, Customer Services and Operational roles
- Commercial awareness and a thorough understanding of the competitive environment
- Strategic experience relating to driving operational efficiencies
- Experience championing employee engagement and culture
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