Operations Manager

As a Operations Manager at Ventrica you will be heading up a large remote team both onshore and offshore. You will be supported by team managers who will look after the day-to[1]day running of the team. You will be ensuring your team managers engage and support all employees, you will need to build a successful leadership approach ensuring respect and trust across your team. You will be leading by example and become the leading brand ambassador for the client’s Ventrica team. It is vital that your team ensure customer service is provided at a high standard and ensure all customers can communicate with ease by acting quickly and consistently. Your Customer Service Advisors will be the voice of this esteemed brand and you will need to guarantee that the customer is at the heart of every conversation. The overall service will be 24/7 which means the staff will work various shift patterns. Your role will be 40 hours a week and your hours of work are between the core hours of 8am – 6pm however, we will require a level of flexibility across the opening hours. Our goal is to ensure, as a team, we meet, deliver and where possible, exceed our client’s expectations and Service Leadership Agreements (SLA’s).

Key Responsibilities;

• Overall ownership of a team of Team Managers and managing the operational relationship with the Senior Stakeholders within the client’s business. Be timely, efficient and professional in all aspects of your role
• Ensuring coaching, mentoring, training and development targets are met, including 121’s and any training needs
• Ensuring that team service levels are met or exceeded through effective execution of performance management to include SMART target setting, coaching, mentoring, training, personal development, personal improvement plans and disciplinary action plans
• Design and run with the team managers motivational incentives on a daily, weekly or monthly basis
• Provide inspiration to the team through effective leadership, motivation, encouragement, empowerment and pro-activity to achieve targets inclusive of client and internal targets such as absenteeism and attrition
• Ensure effective and consistent communication throughout the team for all briefing items
• Regularly spot check knowledge with tests holding team meetings for team feedback
• Work with HR in managing performance or disciplinary meetings and work closely with the Recruitment Manager giving feedback and analysis on new advisor intakes to have input into continuously improving successful advisor profiling
• To consistently deliver optimum levels of quality and service at all times and actively create trust with the customer demonstrating an open and honest approach. Be mindful of your tone and adapt to suit customers’ needs
• To use initiative and raise any operational, technical or sensitive concerns as soon as they are identified to ensure rapid resolution by in-house departments
• Understand how your role fits into the clients structure as well as the wider organisation
• Ensure all written and verbal communication will be reflective of the clients brand and values with the tone being friendly, supportive and acknowledging all the customers concerns whilst respectfully offering a solution or seeking further clarification
• Responsible for coordinating the delivery of on-going services to the customer
• SLAs achieved to a high level of customer satisfaction and improve in line with customer agreements
• Ensure application service availability, reliability and quality drives
• Efficient incident management and problem resolution through various support organisations
• Act as a key influence to ensure service is at the forefront of technology • Build a personal relationships with clients, internal services and relevant client service providers and proactively provide status updates
• Monitor and implement customer satisfaction initiatives – CSAT/NPS
• Communication around issues and opportunities - getting things done, making things happen
• Collaboration with senior members of account management and growth 3
• Building and delivering service reporting and produce performance monitoring reports based on SLA’s
• Accountability for all operational issues and ensuring each is clearly managed and documented through to successful conclusion

Person Specification;

A real passion for customer service with the ability to put customers first, retaining a balance between the customer and business needs

• Able to build strong positive and constructive relationships quickly and develop your employees
• Highly flexible approach with a keen eye for detail and great problem solving skills
• Positive disposition with a willingness to focus on what can be done rather than what can’t be done
• Exceptional communication skills (both written and verbal). Communicate and negotiate persuasively with the ability to influence others assertively and build rapport, build understanding and trust
• Understand and act upon customers needs to maintain company reputation
• Motivational and inspirational with a resilience to drive to achieve personal and organisational targets
• Able to drive own results and explore new ways of working to help continuous growth
• Able to build relationships across functions internally and externally whilst being able to remain calm under pressure
• Understanding the brand and driving professional representation of this and planning and monitoring for results
• Motivating and driving the success of the team with an Innovative and flexible approach with a passion to succeed
• Excellent interpersonal and communication skills, an excellent relationship builder
• Strong negotiation and leadership skills and able to engage partners (internal and external)
• Manage revenue and commercial process and able to identify where to add value
• Excellent collaboration, strategic planning and analytical skills with excellent investigative and problem solving abilities
• Highly organised with attention to detail and process driven
• Ability to change course quickly, adapt to new challenges, and deal with competing priorities. Ability to multi-task, prioritise assignments, and work independently
• Commercially aware

Essential;

• Experience of working in a contact centre environment at a similar managerial level with both onshore and offshore clients
• Experience of working in retail
• Experience of managing a digital service offering; social moderation, web chat
• Experience of managing and leading a remote team
• Experience of developing your team and leading on KPI’s
• Significant knowledge of end to end service delivery in a customer contact centre environment
• Experience of Account/Relationship Management
• Experience of Change Management