Head of Operations and Client Management

6 days ago


Milton Keynes, Milton Keynes, United Kingdom BSI Full time
Job Description

Job Title: Senior Director of Client Services

Location: Remote

Job Type: Full-time, Permanent

About the Role:

This senior leadership position entails overseeing the management of workload, forecasting work bookings, and resource planning to optimize operational efficiency across the UK & Ireland.

The primary objective is to effectively distribute tasks to achieve business goals such as revenue, profit, and overall contribution.

Key Responsibilities:

  • Manage Planning and Forecasting: Collaborate closely with the operational leadership team to ensure optimal levels of Client Managers and external resources.
  • Resource Planning and Booking: Handle the booking of assessment work to meet budget targets.
  • Team Management: Proactively manage the team to achieve delivery targets and uphold compliance with operational and administrative procedures and service agreements.
  • Scheduling and Assessment Days: Take responsibility for scheduling assessment days promptly and effectively in the area.
  • KPIs and Incentives: Set and review KPIs for the team and oversee annual incentive programs.
  • Succession Planning and Recruitment: Identify and implement succession plans, managing recruitment, onboarding, and maintaining team headcounts. Act as a coach and mentor, ensuring all team members have development plans in place.
  • Customer Satisfaction and Experience: Monitor customer satisfaction, enhancing client experience and promptly address any client issues or queries in the management of the client's survey activity for the UK business.
  • Attrition Management and Process Improvements: Lead efforts in attrition management and process improvements across all business channels.

Requirements:

  • Leadership Experience: Demonstrable leadership experience with a strong operational and contact centre background managing a collaborative team.
  • Team Management: Experience in managing a team of circa 100 people.
  • Budgetary and Forecasting Knowledge: Strong and sound knowledge of budgetary and forecasting processes.
  • Commercial Experience: Commercial experience with the ability to focus on current and future strategic priorities in line with the business goals and objectives.
  • Coaching and Development: Ability to coach, train, and develop talented individuals as well as address poor performance in a professional manner.
  • Strategic Thinking: Willingness to challenge existing ways of doing things combined with an ability to understand the constraints.

What We Offer:

  • Total Reward Package: A competitive total reward package.
  • International Environment: An independent and varied job in an international environment.
  • Flexible Working Hours: Flexible working hours.
  • Ongoing Training and Development: Ongoing training and development.
  • Benefits: A wide range of flexible benefits that you can tailor to suit your lifestyle.


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