Head of Customer Operations

3 weeks ago

Edinburgh, United Kingdom Sainsbury's Full time

**Job ID**: 220885
**Job Category**: Retail management
**Posting Date**: 02/07/2024
**Closing Date**: 02/21/2024
**Full Time or Part Time**: Full time

**Contract Type**: Fixed-Term Assignment Contract Duration: 12 Months Advertised Salary: Competitive Plus Benefits
This role is a 2 year Fixed Term Contract and can be based out of Edinburgh or Widnes, the role will involve travel to each of these locations.

In a nutshell

Part of the Senior Management team reporting into the Director of Operations, the main responsibility is to successfully lead the delivery and be accountable for the operational design and management and enhancement of SB and AFS (SBAFS) Customer Service Centres, including Contact Centres, Outsourced operations with third parties for Contact centres, AFS Underwriting & Financial Crime Ops functions, delivering exceptional customer service across key customer touchpoints in line with the Bank’s service strategy.

The role holder will be a highly motivated individual, capable of leading an operational team of 500 colleagues through a huge period of transition and change at SBAFS, demonstrating empathy and authenticity whilst delivering against the next phase of SBAFS strategy.

What you need to do

Lead a large group of people through a period of uncertainty, that may be ambiguous at times, motivating colleagues, delivering outcomes, all whilst maintaining service to customers

Drive delivery of the Customer Service strategy, ensuring it is aligned to the overall bank service strategy and risk appetite

Agree and drive annual Service Delivery objectives aligned to Customer Service strategy

Effectively manage SBAFS Customer Service Centres, including Contact Centres, Outsourced operations, AFS Underwriting & Financial Crime Ops functions, delivering consistent service levels whilst maintaining colleague engagement and customer satisfaction

Manage third party providers for the provision of services to SBAFS

Lead pay negotiations and consultations as part of interactions Unionised populations

Lead the team to drive best in class service delivery across all stages of the customer journey.

In collaboration with the Business delivery the re-focused strategy as it unfolds, leading through changes as this impacts SB and AFS colleagues.

Accountable for the SB and AFS Customer Service Centres, also responsible for ensuring they have appropriate resource to deliver to forecast demand whilst maximising efficiency

Accountable for managing AFS Underwriting and Financial Crime Ops processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite

Operate within the Operations Risk and Control framework, effectively monitoring key risks, escalating issues, and identifying common trends

Drive fair outcomes for the customer, embedding these principles in all SBAFS Operations processes and procedures. Prompt action taken to mitigate issues identified through PRCA and outcome testing measures

Ownership of first line operational risks and controls in SB and AFS Customer Service Centres

Develop strong strategic and operational relationships with key internal and external stakeholders, to achieve business objectives

Execute agreed operational contingency and resilience plans effectively, ensuring key customer activities are maintained and colleague’s safety and security understood and protected.

Understand the voice of the customer identifying opportunities for improvement

Consistently role model and live the Valued Behaviours

Ensure a strong succession and talent pipeline is developed and sustained across all parts of the team, ensuring that this is aligned with our organisational inclusion ambition

Provide strong visible leadership across the Bank to help deliver a positive open and inclusive culture where colleagues can reach their potential

Effectively manage and develop the performance, talent and future capability of the team and ensure there is strong performance culture throughout

What you need to know and show

Extensive expert knowledge of the workings of a high performing Customer Service, Fraud & Underwriting operation & dealing with third party providers

Experience of taking personal ownership for delivery of challenging targets

Excellent communication skills - both verbal & written

Previous working experience leading operations in a regulated environment

Previous experience of managing contracts and suppliers in a service environment

Experience at a senior level of operational management of Contact Centres

Evidence of a high level of strategic thinking and planning

Strong relationship & stakeholder management skills

Strong influencing, negotiating & networking skills - experience of building relationships with third parties and parents, to influence beyond direct authority as part of outsourced business model

Excellent leadership and interpersonal skills

Ability to think strategically but translate this into deliverable plans which supports

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