Head of Operations

About Us: Kyndi is a leading provider of assistive technologies and monitoring solutions aimed at enhancing the lives of individuals with disabilities. Our innovative products empower users to overcome challenges and live more independently. We are dedicated to providing cutting-edge personalised solutions that make a meaningful impact on the lives of our customers.

Key Responsibilities:
Leadership and Strategy:

- Develop and implement operational strategies for the Control Centre and Service Desk, aligned with organisational goals.
- Provide strong leadership to teams, ensuring the delivery of excellent service performance and operational efficiency.
- Act as the primary escalation point for high-priority operational issues and incidents.
- Collaborate with senior leadership to align operational initiatives with wider business objectives.

Control Centre Operations:

- Oversee the real-time monitoring and management of Control Centre operations, ensuring service continuity and adherence to SLAs.
- Establish and enforce protocols for incident detection, response, and resolution to minimise operational disruptions.
- Ensure compliance with industry standards, regulatory requirements, and internal policies.
- Utilise data analytics and reporting to optimise resource allocation and decision-making
- Implement new ARC system

Service Desk Operations:

- Manage the end-to-end service desk function, ensuring timely resolution of support enquiries and high customer satisfaction.
- Drive continuous improvement of service desk and installation performance through training, technology upgrades, and process enhancements.
- Oversee the production of performance reports, identifying trends and opportunities for improvement.

Process Improvement and Technology:

- Identify, recommend, and implement operational enhancements to improve efficiency and customer satisfaction.
- Leverage technology to streamline operations, including automation and integration of systems for the Control Centre and Service Desk.
- Stay informed about emerging trends and innovations in operations management and customer service.

People Management:

- Build and lead a high-performing team through effective recruitment, training, and professional development.
- Build a culture of accountability, continuous learning, and teamwork.
- Conduct regular performance reviews and provide constructive feedback to team members.

Stakeholder Engagement:

- Collaborate with internal and external stakeholders to ensure alignment on service delivery and operational priorities.
- Communicate effectively with stakeholders, including senior management, clients, and stakeholders, to address issues and provide updates.

Qualifications and experience:

- Bachelor’s degree in Business Administration, Operations Management, or a related field
- Significant proven track record in operations management, including leadership roles in Control Centre or Customer Service environments.

Skills and competencies:

- Strong leadership and people management skills, with a proven track record of building and leading high-performing teams.
- Excellent analytical, problem-solving, and decision-making abilities.
- Experience with operational tools such as monitoring systems, ticketing platforms, and reporting dashboards.
- Excellent communication and stakeholder management skills.
- Ability to thrive in a fast-paced environment and manage competing priorities effectively.

**Benefits**:

- Competitive salary and performance-based incentives
- Comprehensive benefits package
- Opportunities for career growth and advancement in a rapidly growing industry
- Collaborative and inclusive work environment

**Job Types**: Full-time, Permanent

Pay: £60,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

**Experience**:

- Operations management: 8 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 05/01/2025
Reference ID: CB