Operations Manager Remote
Job description
Key Responsibilities:
· Provide Operational Management and Leadership to the operational management team (Team Managers).
· Delivery of day to day operational services meeting contractual SLAs
· Attendance / facilitation appropriate client meetings: delivery of operational actions
· Attendance / facilitation of appropriate team and / or peer meetings ensuring consistence and sharing best practise
· To support the implementation of client projects and service improvements
· Seek opportunities to improve operational performance and drive down costs without compromising service levels.
· Effective management of client relations
· Provide appropriate solutions to meet client’s requirements
· To plan and deliver the recruitment, development and deployment of resources within and across the department in order to maintain a skilled and effective workforce to meet contractual obligations, in line with budget and capacity plan
· Achievement and maintenance of all SLA’s and KPI’s in line with contractual requirements, understanding financial implications and penalties.
· Team Performance Targets achieved, e.g. Quality Monitoring
· Build and maintain strong relationships internally enabling identification of appropriate resource to support when required, e.g. finance / commercial, HR, Technology
· Build and maintain strong relationships externally enabling identification of appropriate resource to support when required, e.g. recruitment agency
· To be cost conscious and ensure resource managed as efficiently as possible, maximising opportunities to achieve our targets
· Make sure our people are safe and working safely, striving to eliminate or mitigate all health and safety risks
· Serco essentials mandatory training complete
· Engagement – always on agenda, action plans in place and executed
· Absence Management – Compliance within acceptable parameters, policies and procedures followed at all time
Essential Skills:
Empowers others:
·Provides appropriate support, direction and support to team
· Ensures staff successfully complete their mandatory training
· Uses the Personal Development Review (PDR) framework, in place at the time. to manage performance and identify developmental needs
Demonstrates personal resilience:
· Stays focused and composed when under pressure to deliver, dealing constructively with setbacks and staying on course
Skills and Levels:
· Experience managing back and front office operations with customer service
· Working in partnership with external and internal clients developing and maintaining positive relationships
· Understanding the wider business of our clients to enhance the service delivery
· Strong communication skills with experience of influencing at a senior level
· Must pass appropriate clearance for the role
Must possess minimum of A level qualification or extensive proven experience in a customer service environment
Working Hours:
Full Time- Opening hours are Monday to Friday 0800-1800 & Saturday 08:00 – 13:00
Job Types: Full-time, Temporary contract
Contract length: 10 weeks
Salary: £39,466.94 per year
Benefits:
- Work from home
Experience:
- Customer Service: 1 year (required)
Work Location: Remote
