Business Operations Manager
1 week ago
Role Summary
The Business Manager role at British Airways is a pivotal position that requires a strong leader to drive customer service excellence through a team of specialists and advisors. As a key member of the Global Engagement Centres, you will be responsible for leading a team of up to 7 Team Leaders, ensuring they are engaged, motivated, and delivering world-class customer service.
Key Responsibilities
- Team Leadership
- Lead a team of up to 7 Team Leaders and their teams of specialists and advisors.
- Provide guidance, coaching, and performance management to ensure team members are motivated and delivering excellent customer service.
- Drive customer service excellence through data-driven decision making and continuous improvement initiatives.
- Ensure customer satisfaction metrics are met or exceeded.
- Manage the day-to-day operations of the Global Engagement Centres, ensuring seamless delivery of customer service.
- Develop and implement process improvements to increase efficiency and productivity.
- Build and maintain strong relationships with stakeholders, including colleagues, customers, and external partners.
- Communicate effectively to ensure alignment and understanding of business objectives.
Requirements
- Leadership Experience
- At least 24 months of experience in a leadership role, with a proven track record of leading high-performing teams.
- Experience working in a customer-facing role, with a strong understanding of customer service principles and practices.
- Proven ability to manage multiple priorities, with a focus on delivering results in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.
What We Offer
As a Business Manager at British Airways, you will have the opportunity to work in a dynamic and fast-paced environment, with a focus on delivering exceptional customer service. You will be part of a talented team that is passionate about making a difference, and you will have the chance to develop your skills and career in a supportive and inclusive culture.
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