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Critical job roles in operational transformation

Transformation roles are critical to how businesses function in the Customer Contact sphere because they ensure that a team is able to perform efficiently, which in turn results in a better customer journey and healthier profitability.

However, operations functions at contact centres are currently struggling due to increased demand as post-pandemic commercial activity ramps up. This means that the focus on Business Change & Transformation teams in response to the Covid fallout has never been more crucial. This comes as an increasingly demanding customer base expects more quick and slick services from their interactions with providers.

The tricky part of the equation is that not everyone wants the same thing, so getting the balance right in order to meet your customers’ specific needs is absolutely vital.

The scale of transformation, depending on where companies are in their journey can range from:

  • Strategic; in essence changing the overall purpose of the business

  • Tech driven; to allow a smoother process and outcome

  • Large scale operating model change; so for example moving customers online

The key to executing any of these changes is to always place the customer at the forefront. After all, they’re the people who will drive your business towards financial and reputational success. In addition to this, if all stakeholders who are engaged across your organisation don’t believe in the vision, then it’s more likely to fail, so their buy-in is important.

This all means that there are now more career opportunities than ever to be found across operations in the Customer Contact arena. They range from roles where people manage an overall department to positions that effectively oversee large scale commercial changes effectively. Simply put, you need a wide variety of people with the right qualities to make all of this happen.

Ultimately, the career pathways are boundless and there are many roles and skills in this field that keep operations running smoothly.

Job Roles

Project Management Office (PMO)

PMO is a team of resources who are responsible for planning, support, processes, risk management, metrics, standards and the interdependency of the projects. They ensure that all the deadlines are achieved on time and that processes are being followed to the letter.

PMO Manager

PMO Managers oversee business projects and ensure that they are completed on time and within budget. They also ensure all team members uphold the company's standards throughout each project's development and execution.

Business Analyst

A Business Analyst is a professional who works closely with stakeholders to identify goals, develop best practices for data collection and analyse current processes to determine what can be improved to achieve their desired outcome.

Project Manager

Project Managers plan and designate project resources, prepare budgets, monitor progress and keep stakeholders informed the entire way. This is all done within the confines of a company's goals and vision.

Change Manager

Change Managers are responsible for monitoring and supervising changes to business processes and systems, technology, job roles and structures within an organisation and play a crucial role in ensuring that staff members embrace the change. They ensure that change projects are implemented on time and within budget.

Transformation Leader

A Transformation Leader manages the delivery of high quality transformation projects, providing ownership, leadership and expertise across project cycles to ensure high quality services, desired outcomes and improved efficiencies.

Continuous Improvement Specialist

A Continuous Improvement Specialist analyses a company's processes and makes suggestions on how to improve them, working with the Operations and Supply Chain teams in recognising opportunities, making and implementing changes and sustaining improvements.

Useful Traits
  • Ability to negotiate

  • Data processing skills

  • Financial management

  • Conflict management

  • People management

  • Leadership skills

  • Clear communication

  • Being motivational

  • Technical knowledge

  • Analytical insights

  • Organisational approach

Relevant Experience
  • Hands on experience in the relevant industry, in this case Customer Contact

  • Knowledge around organisational effectiveness and operations management

Many operations professionals will discover that they’re called upon to broaden the scope of their activities as they progress, while others might become specialists in a particular aspect of this field. The great thing is that, due to this ever evolving landscape, no two days will ever be the same.

Looking for a career change or hiring for your team?

With decades of expertise in operations, change and transformation recruitment across financial services, banking, utilities, travel, and more, we’re well-equipped to help you find your next career step or the right talent for your team.

Neil Johns and Barry McDonald lead our Customer Contact and Business Change & Transformation solutions. They are the go-to when it comes to roles such as Chief Operating Officers, Heads of Contact Centres, Project Managers, Business Analysts, Transformation Leaders, Continuous Improvement Specialists, and so much more.

If you’d like to discuss how our talent solutions can support you, just get in touch.