Operations Director

Job Title: Operations Director

Location: Basildon

Salary: £60,000+ DOE

Hours: 9am - 5pm Mon - Fri

Job description: Our Client, a global leading financial company, has an exceptional opportunity available for an Operations Director to join their business. The Client’s Operations and Call Centre functions are focused on providing the outstanding client service, support and experiences that are critical to their ongoing success. Their Operations owner-associates are responsible for the stability of their global network infrastructure by helping their financial institution clients with various aspects of transaction processing, including statement management, card production and ticket-issue resolution.

Duties:

• Manages segments of the operations of an inbound and/or outbound Customer Contact Centre related to customer service, collections, problem resolution, fraud detection/investigation and/or product promotion/sales.
• Through effective leadership of Team Managers and other leadership personnel, manages operations to ensure contractual quality and service level standards are maintained while ensuring optimum profitability.
• This position also serves as a liaison between management information, workforce planning, quality, learning and development, team managers and associates ensuring effective communication, recognition, and team development within the operation.
• Interfaces directly with the client to resolve issues, manage focus groups and attend service reviews.
• Ensures all compliance and regulatory requirements are met

Experience:

• Demonstrated verbal and written communication skills are essential.
• Personal computer experience is essential.
• Experience with complex communication network is required.
• Regularly uses various computerised systems for tracking performance and gathering, and/or troubleshooting as needed.
• Requires extensive exempt level coaching/developing skills and knowledge of company, products, and/or services.
• Proven management experience of 100+ FTE within a Financial Services Contact Centre is essential

• Expectation is that regular job tasks are performed with little direction/supervision.
• Strategic thinking and planning as well as high level evaluation, originality or ingenuity is required.
• Proven ability to effectively delegate assignments to achieve all goals and objectives through your team.

Benefits:

Our Client offer an extremely competitive salary as well as a host of wellbeing and healthcare benefits, such as:

• Employer pension contribution of up to 7.5%
• Private Healthcare
• 25 days annual leave plus Bank Holiday’s, which rises with service
• Life Insurance of up to 5x your salary
• Funding to take externally recognised courses and study degrees or masters

Additional benefits such as: service awards, discounts at local restaurants, flu vaccine vouchers, onsite gym and discounts at local gyms and a cycle to work scheme.