Cx Operations Lead

3 weeks ago

Edinburgh, United Kingdom Tesco Bank Full time

**General information**:

Job Title
CX Operations Lead
Ref #
8192
Location
Edinburgh
Department
Customer Experience Standards
Business Area
Customer Experience
Working time
Full-Time
Date Published
09-05-2023

**Serving our customers, communities, and planet a little better every day.**:
**CX Operations Lead**

**Customer Experience**

**Excellent Salary & Benefits**

**Flexible on Location**

**Job Purpose**

As the CX Operations Lead, you will play a critical role in ensuring the smooth operation of the CX Team. You will be responsible for managing budgets, governance, risk management, and supplier relationships to deliver on our commitments and remain compliant. You will work closely with the Technology Service/Operations Team to assess system availability, identify any issues, and put in place appropriate continuity plans. Additionally, you will oversee all operations and delivery activities, ensuring that the CX Platform Teams remain resilient, operational, and compliant whilst delivering against their agreed commitments, to ensure that we deliver outstanding outcomes.

**Responsibilities**:

- Operational Compliance: Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.
- Operations Management: Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).
- Stakeholder Engagement: Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
- Budgeting and Costing: Develop and/or deliver budget plans with guidance from senior colleagues - Leadership and Direction: Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's strategy, vision and values
- Performance Management: Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
- Supplier Management: Monitor, review, and highlight any gaps in the performance of a portfolio of major suppliers to recommend and ensure delivery of improvements by suppliers or to renegotiate or change contract/supplier.
- Organisational Risk Management: Develop and/or deliver a contingency plan for significant aspects of the risk management and/or control process.

**Behaviours**:

- Business Insight: Applies knowledge of business and the marketplace to advance the organisation's goals. For example, leverages insights to shape and drive critical initiatives. Shares industry developments with the team; helps them grasp business and industry fundamentals and understand how they contribute.
- Financial Acumen: Interprets and applies key financial indicators to make better business decisions. For example, provides rich and rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations.
- Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skilfully separates root causes from symptoms.
- Organisational Savvy: Manoeuvres comfortably through complex policy, process, and people-related organisational dynamics. For example, builds support for ideas among key decision makers and stakeholders. Anticipates political difficulties and identifies ways to overcome any resistance.
- Plans and Aligns: Plans and prioritises work to meet commitments aligned with organisational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.
- Drives Results: Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.
- Situational Adaptability: Adapts approach and demeanour in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organisation; shifts priorities appropriately.
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