Operations Director

Identify Solutions
South Glamorgan
£80000 - £100000/annum
03 Aug 2019
02 Sep 2019
Professional / Specialist
Contract Type
Operations Director // Multi-award winning brand! // Central Cardiff // £80,000 - £110,000 + Excellent package

My client are multi-award winning national brand, with a passion for innovation, creativity and collaboration. Continued, global success has propelled them forward at a fast rate, with a subsequent exciting plan for the future. Successfully making the transition from from Start-up to scale up, with a head count of (Apply online only) which will continue to grow, it's an exciting time to join them on their remarkable journey.

Due to continued success and an exciting vision for the future, my client are looking to appoint a seasoned Operations Director, to work across multiple facets of the business. Ideally, you have worked in a fast growth environment, where faultless customer success is paramount and technology/the benefit it can add has helped you deliver time and time again!

Brief overview:

At home driving and implementing strategic change, operationally you will deliver the overall servicing and retention strategy for all clients and will manage all operations and operational teams, which includes - Onboarding, Relationship Management, Customer Services and Process Operations.

Role details:

* Provide a clear strategy and direction for Operational teams to ensure that my client drive a high level of relationship management and customer service to their clients

* Evolve current practices to continually drive client satisfaction and retention

* Feeding back on achievements against agreed SLAs and revenue results of existing clients to meet the budgeted growth projections for FY20 and beyond

* Direct responsibility for managing performance, coaching, resolving issues and providing the link between the team/teams and senior management.

* Taking ownership of projects and seeing complex issues through to resolution

Who is my client looking for?

*As a competent team player and leader, with hands-on experience within ideally a fast growth business, you will be financially astute and experienced at driving a technology-first and solutions-driven operational teams. You will be expected to proactively develop and deliver sound business processes and standard operating procedures that retain clients and meet customer satisfaction targets and SLAs.

*Experience of working in a either a financial and/ or technical product-led company where you have demonstrated significant improvements through the use of technology. You will think strategically when considering solutions to ensure that they are fit for purpose in the short, medium and long term and work in partnership with the product offering to improve overall service delivery to an extensive client base

*You will play a central role in driving your team to suggest and implement continuous improvements and challenge yourself and the team to suggest and implement automated technology-driven solutions that reduce the need for manual processes

*You will act as the escalation point for any complex complaints and cancellation requests, be a strong role model and achieve a balanced outcome that satisfies both customer and business objectives

*A key part of this role initially will be the management of change programmes and cycles as they transfer from one business model to a new one

Key Responsibilities & Required skills

* Responsible for delivering the overall servicing strategy and retention of all clients, instilling a strong customer-centric culture within the team

* Management of Onboarding, Relationship Management, Customer Services and Process Ops functions so team leaders and individuals are clear on what really shifts the needle

* Drive how technology operates and can help a business within a high scale service focused environment

* Working knowledge of building and developing web chat and social media operational support channels

* Proven experience of automating manual operational processes that support scale

* Hands-on experience of managing multiple change cycles and projects

* Experience of working in a high scale and international company

* Management of strict SLAs and data points to drive enhanced revenues and KPIs

* Running Knowledge Sharing sessions: Market Knowledge and Information Sharing

* Proactive, solution-driven individual

* Helping managers in your team exceed performance expectations through regular 1:1s that drive an open feedback loop around people, processes and continuous improvement

* Coaching, Mentoring and Developing high performing teams

• Your focus:

* Retention Metrics

* Revenue generation of existing clients

* Client feedback and continuous improvement

* Reducing manual processes

* Driving and inspiring your teams

* Driving efficiency within the teams

* Management of SLAs and KPIs of all operational teams

You should apply if:

* You've led and scaled high performing teams to achieve their collective and individual goals

* You have hands-on experience of implementing technical solutions that drive efficiencies

* Comfortable working 1:1 as you are communicating with large groups

* You have significant senior management experience in customer-centric roles

* You empower your people to find solutions themselves

* You can motivate teams to deliver change that drives continuous improvement

If the above sounds of interest, please apply today to schedule a confidential call to discuss in more detail

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