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Service Operations Leader

3 months ago

Wrexham, Wrexham, United Kingdom NEC Software Solutions Full time

Company Overview

Join us at NEC Software Solutions and contribute to impactful initiatives that enhance public services.

Position Overview

Location: Wrexham

Hours: 37.5 hours, Monday to Friday

Travel: Anticipated travel of approximately one to two days per week to various sites, partners, and clients.

Service Overview:

NEC collaborates with governmental bodies to manage welfare funds aimed at supporting vulnerable populations in Wales. Our primary role involves assessing and processing grant applications efficiently while offering necessary guidance and support to applicants.

Key Responsibilities:

  • Report directly to the Head of Entitlement Services, overseeing the management of extensive service operations, ensuring alignment with budget forecasts while delivering exceptional customer service.
  • Collaborate with the Entitlement Services Operational Management team, sharing best practices and fostering a supportive environment to achieve overall business excellence.
  • Manage all aspects of contract execution, including adherence to service level agreements, performance metrics, quality standards, and team management.
  • Implement governance measures to safeguard the organization against fraud, ensuring integrity in service delivery.
  • Develop and execute strategies to enhance service offerings and explore broader business development opportunities.
  • Engage with partners and relevant organizations to strengthen our service capabilities.
  • Maintain effective relationships with partners and subcontractors, ensuring value and quality in service delivery.
  • Drive performance management through empowerment and effective oversight of direct reports.
  • Generate precise reports and statistical data related to service performance and contractual obligations.
  • Facilitate communication with clients and stakeholders to address issues and sustain positive relationships.
  • Work alongside the Senior Services Improvement Manager to identify and implement initiatives aimed at enhancing profitability.
  • Motivate, coach, and evaluate team members to cultivate a skilled and valued workforce.
  • Ensure effective communication strategies are executed by your team, promoting NEC's values and fostering a sense of community.
  • Represent Entitlement Services at external meetings, enhancing our organizational reputation.
  • Prepare comprehensive monthly business review reports.
  • Contribute to the organization’s commercial success by collaborating with management and business development teams to innovate service offerings.
  • Adhere to NEC's HR policies in managing staffing matters.

Customer Service Excellence:

  • Engage regularly with your team to ensure continuous service success.
  • Provide leadership to optimize contract delivery and enhance staff utilization for achieving business objectives.
  • Review end-user feedback monthly and implement necessary improvements, sharing successes with clients and the team.

Learning and Development:

  • Participate in training and development opportunities to enhance skills and knowledge.
  • Create and review development plans for all staff on a quarterly basis.
  • Collaborate with internal Learning and Development teams to identify suitable training for team members.
  • Complete sessions to understand behavioral preferences and improve team interactions.

Qualifications:

  • Experience in operational management within local government, central government, or social housing sectors.
  • Demonstrated success in managing financial accounts and achieving budgetary goals.
  • Proven experience in account management and business development.
  • Strong team management skills, with a focus on motivating personnel to meet deadlines.
  • Experience in supplier management.
  • Passion for the mission of the organization, inspiring enthusiasm in others.
  • Understanding of public sector outsourcing markets.
  • Valid UK driving license.

Key Skills:

  • Ability to thrive in a team-oriented environment and support organizational growth.
  • Exceptional communication skills.
  • Capacity to drive positive change.
  • Integrity and accountability.
  • Innovative and adaptable to change.
  • Proficient in Microsoft Office Suite with strong analytical and written skills.
  • Ability to work effectively under pressure.
  • Logical problem-solving skills.
  • Flexible work approach and a positive attitude.
  • Ability to influence and inspire team members.
  • Commitment to business growth and exploring new opportunities.
  • Experience in human resources management.

Additional Information:

NEC Software Solutions is committed to diversity and inclusion, welcoming applications from all communities. We ensure an accommodating recruitment process for all candidates.

About Us:

At NEC Software Solutions, part of the global NEC Corporation, our technology supports vital public services. Join our team of over 3,000 employees dedicated to making a difference in communities.