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Operations Manager

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

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