Operations Director Financial Services

Job Title:

Director of Operations

Department:

Operations

Management Responsibility for:

Contact Centre Managers and others

Travel Required

: Yes

Reports to

: VP of Delivery

Location:

UK

Contract Type:

Permanent

The Job

To be responsible and accountable for the performance of a call centre(s) to include achievement of financial targets including revenue generation, operational profitability and margin delivery, service levels, client requirements and KPIs. To lead, develop, motivate, manage and organise a number of teams across different client requirements through development of a high-performance culture. To be an effective member of the senior management team.

Experience

• Extensive knowledge and experience of successfully operating at a senior level in a contact centre environment

• Knowledge of Financial Services and associated regulatory environment

• Extensive knowledge and experience of managing multiple complex campaigns delivering to client requirements maintaining excellent client relationships to enable growth.

• Proven track record in achieving financial targets including revenue, profit and margin achievement.

• Proven track record in achieving non-financial targets including grade of service, client specific KPIS

Qualifications

• At Least 2 years at Contact Centre Management level or equivalent

Skills/Personal Attributes

• Excellent communication skills

• The ability to build a culture of openness, achievement and commercial success

• Proven track record in leadership of successful teams.

• Must be able to work independently with remote management.

• Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.

• Committed to the delivery of a high level of customer service, able to establish strong working relationships with customers understand their needs and deliver commercial success.

• Demonstrates the ability to challenge traditional approaches and looks for better ways of working.

• Solid commercial awareness and the ability to act commercially to avail of profit opportunities in the short and longer term.

• Drives for results and conveys urgency in driving issues to a conclusion.

• Ability to persuade and influence others with proven negotiations.

• Inspiring leader who can build a high morale, high performance culture

• Influences others and adds value in the delivery of the operational goals and targets.

• Actively contributes to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities.

• Good understanding of call centre technologies and proven experience of optimising the same.

• Succession planning

Key Results Area

Achieving Financial & Non-Financial Targets

• Drive centre profitability through dynamic process management, enhanced resource utilization, ensure the operational financial goals for the centre are met on a month by month basis and contribute to the overall financial objectives of the company.

• Proactively analyse industry needs/trends and make recommendations to the Board as the need arises.

• Work closely with the Client Services function to assess the potential development of existing client contracts and to drive performance to achieve such potential.

• Identify and control business costs, recommend and implement improvements of budget performance and improve control mechanisms in conjunction with the Commercial function.

• Work effectively with the Sales & Marketing function to take maximum advantage of any potential development of new clients.

• Design, develop, deliver and monitor client, internal processes and KPIs.

• Introduce robust and effective change controls in an environment where the situation is complex, continually changing, and difficult to analyse and control.

• Identify opportunities to improve productivity

Effective Operational Call Centre Management of a call centre site.

• Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.

• Liaise with all departments to ensure KPI/SLAs are achieved.

• Provide knowledgeable reference point for problem resolution and escalated contacts.

• Ensure valid information is provided in handover to incoming duty manager and relevant others.

• Identify and implement improvement actions within remit to maximise outputs of team.

• Act as the recognised expert on TOPS at the site ensuring all management comply with TOPS, promoting and supporting TOPS.