- Positively lead, manage and develop a complex customer operation to deliver against key business metrics
- Manage relationships with key external clients, ensuring the delivery of contractual agreements
- Drive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journey
- Create a high performance culture across the operations through sharing of best practise, nurturing and development.
- Identify opportunities to automate and implement new technologies to delivery positive customer outcomes, in shorter timescales, reducing cost to service
- Identify areas to automate and remove manual processes to improve overall operational efficiency
- Take ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationships
- Create and implement KPI & SLA metrics that align with business, customer & client needs
- Positively influence senior stakeholders to embrace change and continuous improvement activities
- Manage budget and operational forecast in line with business performance
Vacancy posted 14 days ago
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