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Director of Service Operations
2 months ago
Job Summary:
The Director of Service Operations will play a pivotal role in ensuring the success of our customers by leading our Service Centre and driving exceptional service across all channels. This position reports directly to the Operations Director and is responsible for managing the Service Centre team, implementing operational strategies, and optimizing efficiency and effectiveness.
Key Responsibilities:
- Lead and develop the Service Centre team, fostering a strong structure to support all functions and promoting teamwork across roles.
- Manage inbound and outbound contact, resource planning, compliance to processes, and verification of tasks.
- Ensure high standards across customer journeys and operational KPIs.
- Understand client requirements and create empowered teams to deliver exceptional service.
- Collaborate with stakeholders to enhance service delivery and build confident relationships with clients.
- Manage risks and budgets, ensuring compliance to forecasts and SLAs.
- Report results weekly with action plans for improvement where needed.
Requirements:
- Preferred: Higher Education.
- Ideal candidates will have 3 years of management experience at a senior level within a similar role.
- Strong results-driven performance in previous roles.
- Add value to the team by balancing tasks and people, being inclusive, and promoting a positive work environment.
