Head of Operations

Innovative Service Group

c£70-80,000 plus package

This is an outstanding career-developing opportunity for an ambitious operational leader, taking a key role in one of the country’s most innovative business services groups in a role that will see them be fast-tracked towards the Senior Leadership Team.

Differentiating themselves by remaining totally independent and providing bespoke solutions through numerous highly qualified and focussed teams to provide swift solutions and resolutions, whilst creating maximum value for their client & consumer bases underpinned by highly principled humility and passion for what they do.

Replicating that human-focus internally, they have created an upbeat, friendly, innovative, and fast-paced environment with, crucially, market-leading opportunity for advancement. But they seek to continue the development of that culture and environment for the personal and professional benefit of all employees.

This is an energised and innovative culture, which every employee works diligently to foster and continually improve. They are an opportunistic growth company that seeks to deliver long-term prosperity to all employees. Career opportunities are as unlimited as any employees’ aspirations and hunger.

Their innovative service has won them huge recognition and an enviable client list within highly regulated environments as well as huge respect amongst the consumer base but all with an underlying reputation for objectivity. Two decades of achievements and award wins set this ground-breaking business apart from their competitors, and with continued demand for their services and increased capability in their product and service portfolio, their future is as impressive as their history.

A critical element to continuing and increasing the growth and success, is the recruitment of a number of future leaders, to take control and leadership responsibility for a team, but equally to form a new layer of management as this business continues to grow.

This is, in effect, a fast-track, C-Level training role, the chance to join an amazingly progressive and exciting business, get mentored by some of the best Senior Leaders around and form part of the future leadership strategy for this impressive group, or beyond – and do so with full P&L/budgetary responsibility for a manageable-sized business unit AND work in one of the most supportive, proactive, people-centric environment possible, right after they have invested £2m refurbishing their Head Office.

The appointees will quickly become highly professional, commercially aware autonomous business leaders. They will be experienced at delivering various income streams as well as controlling costs where relevant. They will be financially aware, but not specialists in that area. Their specialism will sit within both their operational capability and their overall leadership capabilities, perhaps having led a business unit, perhaps a department, but they will be used to having autonomous leadership responsibility and accountability for teams of at least 60 people in a professional setting. They will be adept at managing workflows and volume performance in this consumer-focussed service business.

Alongside their strong operational & leadership abilities, they will be passionate about people; influential communicators, inspirational and diligent, bringing together class-leading external and internal engagement, along with team leadership qualities all with a truly ‘people-centric’ attitude to secure a bright and profitable future for the organisation as a whole; as well as themselves.

Working with other members of the leadership team, the appointee will lead, train, coach and develop staff to raise capability, creativity, performance and confidence across the team, and the business.

As the business’s leader, you will be expected to set the tone of engagement, working practices, disciplines and routines, to lead by example, share your experience, approach and learnings and to help guide team members when they approach you for advice and support. Each team member has a learning and development plan, which you will be expected to set, review, monitor and implement. You will be instrumental in setting & driving the motivation and inspiration for the team.

The modern office environment, recently enhanced with a £multi-million refurbishment, flexible working structure, multiple free-of-charge sustenance options and break out areas are conducive to promote a supportive, open & authentic culture, perfect for getting to know colleagues across departments & business units, with opportunities to get involved in social, wellbeing, learning and personal development activities. In any given quarter there will be digital learning modules to complete, enabling you to take ownership of your own career and learning development as well as, crucially, leading that of your team.

Key Objectives

• To lead, motivate and inspire their Team and their performance
• To take responsibility for the quality of operational and BAU output, from planning, delivery, and day-to-day performance, to tactics and onward evaluation and evolution
• To refine and communicate your operational and customer relationship strategy, and ensure its delivery, optimum performance and results
• To lead and support all members of your team to maximise their overall performance and the cohesion and communication between team members
• To ensure the team operates efficiently and cost-effectively, delivering high quality services to all
• To continuously develop, where relevant systems, processes and people to manage sustained and heightened performance and growth
• Provide inspirational leadership and champion the values that the company lives by.

Specific Responsibilities

• Managing a team of professional individuals to ensure ‘business as usual’ services are delivered on time and to the highest quality
• Ensure all customer obligations are satisfied – even when those expectations are unrealistic and thus non-deliverable in full
• Using automation and developing technologies to improve productivity without jeopardising the human touch and service delivery.
• Managing resources, planning, recruiting and training as business needs require
• Working with the commercial teams to integrate new clients into the operation
• Working with the System Development team to improve current product offering

Candidate profile and chemistry fit is critical for these pivotal roles. Working within a fast-paced, professional, innovative, entrepreneurial environment, attitude is as important as experience. The person is everything. These key leadership roles will be instrumental in setting the tone, energy and culture for the business, and in turn design their success. The gravity of success is all about having the right attitude, underpinned with (developing) demonstrable experience.

Suitable candidates will already be high achieving, experienced team/business unit/departmental leaders with a track record of personal success AND success of their team(s) in a professional office environment. They will possess a strong ethos in service delivery, customer engagement and a background in creating and managing a culture of openness & success.

Team Leadership Qualifications

The appointee should be people, results and delivery oriented; hands-on and possess the ability to create a sense of mission and attentiveness to current and future requirements and challenges.

Knowledge/Experience:

Essential

• A strong leader with at least 5 years’ experience of leading a sizable team (60+) in a professional office environment such as Telecoms, Financial Services, Insurance, Banking and/or dealing with billing, financial/legal processes, complaints etc.
• Outstanding, demonstrable operational capability within a large, complex service environment.
• A strong leader who can role model values and understands the influence their role has on others and acts appropriately at all times.
• Experience of managing day to day volume performance, ensuring workflow planning to meet all volume targets and delivering this while maintaining quality, measured by customer experience, right first time decisions, etc.
• Able to analyse performance data and derive clear insight that, in turn drives improved performance
• An incredibly strong communicator who has experience of creating and managing highly motivated and engaged teams. Someone who is able to manage sentiment within a team and set high standards of communication for their own team managers. Evidence of engagement via employee surveys would be an advantage
• Passionate about the development of colleagues
• Able to provide an escalation point for consumers, excellent at written and verbal communication
• Someone driven to improve the experience for both our colleagues and consumers with experience of working in an environment of continuous improvement

Desirable

• Exposure to the consumer telecom sector, current or historic
• Experience of working in a customer service, complaints or dispute resolution environment
• Strong influencer who is able to represent the business externally in front of key stakeholders

Skills/Competencies:

• Notable strength of character
• Respected, influential, has integrity, able to work under pressure and to tight deadlines
• Superior written & oral communication skills
• Demonstrable ability to influence others across a hierarchy of levels
• Creative problem solving & strong analytical skills
• Excellent attention to detail
• Effective decision maker
• Ability to deliver complex presentations & reports
• Understands importance of compliance to regulatory requirements