ROLE PURPOSE
This key Operational role acts as 2IC to the Operational Director, supporting and optimizing operational performance, driving strategic initiatives, and ensuring seamless day-to-day running of the department. As a trusted advisor, you will lead specific projects and functions, serving as a key decision-maker in the Operations Director's absence.
Job Description
The successful candidate will be responsible amongst others for the following key responsibilities:
âÃÂïPartner with each divisional Head of Department (HOD) to translate the strategic objective into a tangible operational plan, providing guidance on actions required, timelines and success measures.
Oversight on the execution of key responsible and task required by the HODs
Monitor and evaluate the effectiveness of operational & strategic objectives on an ongoing basis
Create the mechanisms and the culture to share best practices across the D&G estate, ensuring that the best practices are well embedded into the operations
Distil key messages to the HODs, aligning communication/documents and briefing notes where appropriate
Act as client liaison by understanding the client requirements and facilitating the information necessary to the operations team.
Consolidate the data and narrative necessary for client meetings as per the required schedule in partnership with the divisional HOD
As a subject matter expert, act as a trusted advisor to the HOD and Operations Director providing guidance and insight on Operational best practices.
Analyse the available data and provide detailed insights and recommendations to strengthen the operations
Lead on strategic and operational projects providing ongoing project updates to the project owner
Drive continuous improvement initiatives by partnering with operations and support departments to enhance existing processes, increase productivity and drive consistent performance
Contribute towards the departments strategic plan with the aim of achieving the required client deliverables.
EXPERIENCE
5 years senior operational experience/Associate Director experience beneficial (contact centre specific)
Complaints & Service background
Background in UK financial Services (FCA) - is essential
QUALIFICATIONS
Grade 12
Management or related qualification (advantageous)
Essential skills
Excellent written & Verbal Communication
Demonstrates strong leadership capability
Able to make decisive well thought of decisions
Results orientated with a strong focus on execution
High proficiency in data analysis and operational performance metrics
Ability to distil strategic plans into operational plan
Able to prioritise multiple projects, task and activities at any given time
Collaborative Approach with all stakeholders
