Head of Operations

5 days ago

Kingston upon Hull, United Kingdom Connexin Full time

**About Us**

We're on a mission to **"Simplify technology to connect the real world with the **digital world to improve the way we live”.** To get there, we govern ourselves with a set of simple, yet powerful guiding principles.
- We believe we make a difference to people’s lives._
- We care about each other & our customers._
- We challenge the Industry._
- We delivery on our promises and have fun doing it._

**Key Responsibilities**
- Direct accountability for the performance, people and welfare of the Network and Service Delivery teams (consisting of; Customer Care, Technical Support, Network Operations, Engineering and Installations)
- Work closely with the SLT team to implement business strategies and plans
- Work closely with the People team to establish policies and procedures that promote company culture and vision
- Work collaboratively with heads of departments to improve, develop and implement systems, processes, controls and procedures that improve the overall operational efficiency of the company and ensure excellent customer experience
- Develop and implement all necessary policies and procedures to ensure that all internal operations achieve their business objectives
- Provide timely, accurate and complete reports on the operating condition of the company.
- Motivate and leads a high-performance management team
- Work closely with the People team in hiring of new talents
- Ensure a culture of honesty, flexibility and success through a positive, engaged and motivated team
- Direct IoT, B2B and B2C customer support processes, ensuring optimal service delivery and customer satisfaction
- Direct B2B and IoT client relationships, chairing periodic service delivery reviews to ensure good levels of engagement, problem solving and continuous improvement
- Direct provisioning activity required as part of the customer order process, ensuring work is completed to a high standard and in a timely manner
- Direct delivery activity, to ensure that customer solutions and services are implemented to an extremely high standard
- Act as Project Manager when needed, to coordinate the work on internal and third-party / client-facing projects
- Support any merger & acquisition activity as required
- Act as a role model for leadership and proactively drive company values and culture
- Lead and inspire others to be the best versions of themselves and contribute well to the team
- Implement change in response to regulatory and business needs
- Identification of potential risks to operations, and ownership of mitigating actions
- Cover for and support the Team Leaders / Senior Managers, as required

**Essential qualifications, skills, competencies and experience**
- Extensive knowledge in Operational Readiness and Service Delivery
- Experience in building and supporting high-performing 24-7 Ops support functions
- Experienced with a range of Ops support toolsets and able to review, identify and implement the most suitable
- Expert in crisis / problem management, and implementing solution-oriented outcomes
- Ability to continually learn new concepts & skills; using the best solutions to solve problems for the business
- A skilled communicator able to interact with people at any level within internal or external organisations and the ability to quickly built rapport
- Excellent problem-solving skills
- A good judge of character - able to lead on recruitment and retention for the team
- Must excel at strategic thinking, be open to new perspectives and better ways to do things; and be creative, a visionary, and manage innovation well
- Proven ability to define and drive complex project that involve multiple departments and stakeholders through to completion
- Be flexible to support the business
- Confident and resilient
- Self-motivated and driven
- An open, enthusiastic and positive approach

**Benefits**
- Great Culture & Awesome People
- 25 Days Holiday + Bank Holidays
- Enhanced Parental Benefits
- Employee Referral Scheme
- Birthday Day Off
- Flexible Working
- Cycle to Work Scheme

**Equality and Diversity**
- Age
- Disability
- Gender reassignment
- Marriage or civil partnership
- Pregnancy or maternity
- Race
- Religion
- Sex
- Sexual Orientation

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