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Operations Team Lead

2 months ago

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Job Description

**Operations Support Team Leader**

The Operations Support Team Leader plays a pivotal role in ensuring the seamless day-to-day leadership of the Operations Support Team. This involves measuring productivity, performance management, tracking key performance indicators (KPIs), and identifying opportunities for improvement that support efficiency gains. They will demonstrate a focus on process optimization, encouraging the simplification and automation of processes to ensure timely delivery and the highest possible standard.

**Key Responsibilities**

  • Line management of up to 5 Operations Support Specialists:
  • Conducting regular one-on-one meetings and performance reviews
  • Accurately recording employee absence
  • Measuring productivity and quality
  • Coaching on performance and behaviors
  • Generating and presenting management information reports
  • Demonstrating and encouraging a customer-centric mindset
  • Maintaining standard operating procedures (SOPs)
  • Leading daily stand-ups and regular team meetings
  • Supporting business and industry-led projects to ensure compliance
  • Handling escalated and regulated consumer inquiries, including liaising with regulatory bodies where applicable
  • Delivering role-specific training and feedback (telephony, complaint handling, etc.)
  • Supporting business changes such as the implementation of new systems
  • Rotating tasks and responsibilities to develop knowledge and resilience within the Operations Department
  • Having an intermediate level of proficiency in Microsoft Excel
  • Working as part of a wider management team to drive collaboration, consistency, and best practice

**Person Specification**

We are seeking individuals who will strive to excel and set high standards to achieve. It is essential that you are a confident communicator who will play an active role in both internal and external conversations. You should be someone who thrives in a sociable environment, enjoys solving problems, and will ask questions when unsure.

**Benefits**

  • Holidays: 26 days, increasing to 27 after 3 years and 28 after 5 years of employment. The company offers the opportunity to buy/sell up to 3 days per year.
  • Bonus
  • Enhanced Pension
  • Private Medical Insurance
  • Life insurance
  • Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
  • Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
  • Volunteering day: one day a year fully paid.