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Operations Director

2 months ago

Bath, Bath and North East Somerset, United Kingdom Flair for Recruitment Full time
Operations Manager

Flair for Recruitment is seeking an experienced Operations Manager to join our client's Bath-based team. As a key member of the leadership team, you will be responsible for ensuring high service quality across team processes, adhering to KPIs and SLAs.

Key Responsibilities:
  • Service Quality and Process Improvement: Oversee resource planning, adapting to changing volumes, and planning for future needs to maintain exceptional service quality.
  • Team Leadership: Lead daily huddles, monthly meetings, and ensure effective communication between delivery teams and the business.
  • Call Center Operations: Oversee call center operations, ensuring consistently excellent service in collaboration with the Customer Experience Manager.
  • Business Ownership: Act as the business owner for your area, managing key decisions, escalations, and performance monitoring.
  • Data-Driven Insights: Provide data-driven insights and support budgeting/forecasting for informed executive decisions.
  • Team Development: Lead, manage, and develop a team of 8-12, ensuring performance reviews, coaching, and DEI commitment.
  • Risk Management: Uphold and enhance the risk control framework, ensuring compliance, training, and effective incident management.
  • Vendor Oversight: Manage vendor oversight, escalate issues, and liaise with external auditors to address concerns.
Requirements:
  • Leadership Experience: Proven leadership experience in operational or client-facing roles, including call center oversight.
  • Communication Skills: Strong communication, presentation, and group facilitation skills.
  • Regulatory Knowledge: In-depth knowledge of relevant regulations and financial services market.
  • Problem-Solving: Proactive problem-solving with strong persuasion and change management skills.
  • Finance Knowledge: Finance or accounting qualifications, with a solid understanding of investment vehicles and financial planning.