Operations Development Manager

Trust Payments have an exciting opportunity for an **Operations Development Manager **to join the team.

Location: Bromley (Hybrid)

**Salary**: Competitive + Benefits

**About Us**:
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading FintechPayments group.

**Operations Development Manager - **The Role:
Supporting the work of the Global Operations team, focusing on strategic operations projects and transformation initiatives.

You will play a lead role in delivering against these projects working closely with all areas of operations. This will include initiatives and change activity in relation to; acquisitions integration, international market expansion, operations efficiencydrive and general business workflow improvement.

You will also lead the creation and development of workforce management techniques across operations, which will have an impact on our FTE forecasting, budgeting, and tracking.

You will be expected to assist and use your operations management expertise consultatively across the wider business as and where needed.

**Operations Development Manager - **Key Responsibilities:

- Be a key resource involved in the delivery of strategic initiatives in operations. You will scope, plan, and implement across a wide range of projects working with all relevant internal stakeholders
- Work with teams across our different operations regions, ensuring you take an end-to-end, group wide view on how we deliver on areas such as; acquisitions integration, internal expansion and market entry, operations process re-engineering, automation &digitalization, and wider business workflow optimization
- Use the operations KPIs and SLAs reporting outputs to identify opportunities for improvement and assist in the setting and completion of actions arising
- Lead the development of our approach to workforce management, utilizing data and outputs from both the operations reporting activity as well as systems such as Zendesk, Salesforce and Avaya
- Manage the reporting of efficiency benefits delivered through projects and lead the creation of FTE budget forecasts for operations
- Work with the Global Operations Director to ensure the wider business is aware of Operations strategic priorities and benefits, delivering comms through multiple mediums as necessary
- Be an active member of the wider operations leadership cohort, using your expertise and experience to add value to operations activity and performance as required
- Be a member of Trust Payments Business Operations Committee

**Operations Development Manager - **You:
Essential:

- Proven track record in operations leadership in a volume service desk or customer service environment
- Previously implemented improvement initiatives into large operations teams with demonstrable benefits
- Has successfully delivered against a range of stretching operations KPIs and metrics
- Can work cross functionally and operate in a multi-regional environment
- Ability to interpret information quickly and accurately, and able to translate this into actionable outputs that will deliver improved performance
- Previous experience of workforce management techniques across a volume operation

Desirable:

- Contact Centre experience
- FTE budgeting processes and techniques
- WFM software
- Zendesk experience
- Salesforce experience
- Myndbend experience
- International operations integration experience
- Payments industry experience
- Business processes in a Financial Services organisation

**Operations Development Manager - **Benefits:

- Opportunity to be part of a rapidly scaling and market leading Fintech business
- Health and Wellbeing ethos including regular wellness sessions, fitness and nutrition and other events as well as supported by internally qualified mental health first aiders
- Family friendly enhanced benefits/policies
- Pension, Healthcare, Life Assurance
- Social events and team building
- Celebrations

We understand the value that a diverse and inclusive working environment brings to Trust Payments. We celebrate the differences that people can bring through their cultures, backgrounds and perspectives. We are committed to equal employment opportunity regardlessof race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

To submit your CV for this exciting **Operations Development Manager **opportunity, please press ‘Apply’ now.