Head of Operations (Retail Finance)

Recruiter
Cactus Search
Location
Reading
Salary
120k + Bonus + Bens
Posted
11 Jul 2019
Closes
10 Aug 2019
Ref
1205513144
Position/Level
Professional / Specialist
Responsibilities
Analyst
Contract Type
Permanent
Language
English
Our client, is a fantastic developing brand whom require a Head of Operations you will be an experienced Contact Centre Senior Manager.

For this post it is imperative you have a background in Retail Consumer Finance, we are not able to consider anyone who does not have a background in this sector.

This role leads an estate of high performing operation. The organisation are highly successful and

With a P&L Responsibility for this multi-site operation and reporting to the MD the role for the successful candidate is to immerse themselves into the operation to gain real hands on and detailed knowledge of all of the operational leavers in this fast paced business.

The Head of Operations will have full responsibility for the performance and management of the contact centre operations.

Responsibilities:
  • To operationally lead the Contact Centre operations (CS, Complaints, Collections etc) reporting to the MD of the Omni business.
  • To be part of the senior leadership team, providing strategic input to the professional management of the business realising the full potential of market opportunity
  • Support project and product development for the business as appropriate and required.
  • Lead the teams to ensure employees are engaged to deliver against all KPI's contained within the Contact Centre
  • Responsibility for revenue, profit and quality of service targets agreed with the business
  • Work with the MD of the business, to develop and role out a robust business with clear operational efficiencies to enhance the overall customer journey.
  • Build strong working relationships with the senior management team.

Experience you'll need:
  • Extensive experience as a Head of Operations / Senior leader, with responsibility for managing a collections/ Complaints/ Quality/ Customer Service/ Administration within an operation.
  • Retail Consumer Finance background
  • Experience of leading 50-100FTE
  • A lengthy background in Contact Centre FS environment
  • ExCo level presentation
  • Demonstrable experience of developing strategy and business plans.
  • Demonstrable experience of budget and profit & loss responsibility.
  • Strong leadership skills are essential

Please contact Matt Affron 01905 330 794.

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