controller Inverness, Scotland
Job description
Position: Operations Controller
Job Description:
Looking to expand our Team and seeking to recruit a dynamic and highly organised Operations Controller. Reporting to the Managing Director the role requires an assertive experienced individual with a can-do attitude, who believes in the highest level of client service. Responsible for controlling and planning the day-to-day operations, the Operations Controller will be required to oversee all aspects of accounting deliverable for clients on a monthly basis. The role will include delegating tasks to a range of highly skilled staff from Trainees to fully Qualified Accountants. The successful candidate will be the first point of contact for the operational team providing guidance and direction to ensure all operational and people issues are resolved. In addition to acting as a conduit for client comms between the operational team and the Client Delivery Manager.
Duties
- Deliver workload schedule, utilising resources efficiently to fulfil and exceed client expectations
- Ensure client needs are met by scheduling work correctly whilst maintaining and developing quality controls, ensuring that correctly trained and competent staff are assigned to the relevant tasks.
- Ensure client service is maximized and issues are dealt with to maintain high service levels – communicating directly with clients and CDM as necessary.
- Provide strong effective leadership and support to your immediate and wider team, ensuring feedback of quality and performance issues to SLT
- Manage all operational delivery queries in a timely and professional manner
- Monitor individual and departmental performance closely to ensure services are provided in line with SLAs and escalate when necessary.
- Crisis management – work closely with team members and clients to minimize the impact to our business in the event of incidents/delays.
- Lead the team ensuring they are engaged, well managed and perform to the highest standards against the business set key performance indicators.
- Investigate any complaints, service or operational failures to ensure they are understood and prevented in future.
- Lead the way in terms of best practise ensuring the team understands the importance of following policies and procedures at all times.
- Engage fully with the recruitment and training and development programme for staff, working alongside HR and the Training Manager to assess and define each employee’s competencies, setting individual objectives and undertaking/contributing to performance appraisals.
- Accountability for performance of the department analysing sales and cost recoveries to maximise profitability whilst maintaining high quality standards.
- Adhere to company values, policies, standards & completing ad hoc tasks as dictated by the role.
- Maintain a culture of openness, trust and mutual cooperation between clients, employees and the wider Equiom family.
- Play a key role in the communication framework and hold regular team meetings to cascade management communications and identify issues from staff, ensuring a good two-way communication in the business.
- Work closely with Business Development and the Client Delivery Manager to assist and take ownership of the New Business identified for the department in regard to costings, client relationships, on-boarding and follow up reviews.
Required Skills:
- Proven ability of working in fast paced service delivery environment that is client and people focused, together with experience of workload scheduling and people management
- Excellent management and communication style - encouraging, inspiring and enabling the team around you to be the very best they can be
- Not afraid to make decisions and prepared to take the lead and ownership of the operation
- Flexible, able to work under pressure and have the ability to prioritise whilst remaining calm and continuing to set a professional example to your team.
- Ability to develop effective relationships with colleagues and clients alike, treating others with respect, and fostering positive workplace relationships.
- An innovative approach to leadership - being creative and implementing new ways to improve performance.
- Be able to prioritize, work well under pressure and communicate effectively
- The ability to identify and evaluate potential risks and develop solutions.
- Good computer skills and administration skills (Microsoft packages, general working knowledge of systems).
- Adaptable to new systems and processes
- Methodical, with strong organisational and time management skills.
Job Type: Full-time
Salary: £30,000.00-£40,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Flexitime
- Free parking
- Life insurance
- On-site parking
- Profit sharing
- Referral programme
- Sick pay
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Loyalty bonus
Ability to commute/relocate:
- Inverness: reliably commute or plan to relocate before starting work (required)
Experience:
- People Management: 2 years (required)
Work Location: In person
Application deadline: 04/08/2023
