My client is looking for an Operations Manager to support the operational integrity of the Retention function, directing and controlling resources, engaging key stakeholders internally and externally to ensure achievement of a profitable revenue and service levels against budget, thereby ensuring Customers and Brokers/Partners are provided with a high quality and efficient service.
Responsibilities
·Develop a clear strategy that embodies the view of the customer and supports the business in fulfilling its net growth aspirations
·Take accountability for commercial decision making, including discounting strategies, sign off and working with pricing and commercial underwriting to ensure the team have robust commercial discussions
·Fully accountable for building of strong member, Group Secretary, but particularly Broker and Partner relationships to support both the sales and retention agenda – focusing on profitable growth and reducing lapse rates.
·Ensure adequate MI and reporting is in place to monitor performance of Retention Teams and Brokers/Partners and provide information to improve results.
·Work with the Strategic Account Manager to deliver Broker performance in line with business plan.
·Leadership of people through development and performance management, creating an environment that allows freedom and supports aspiration.
·Delivery of project work as appropriate. Either acting as lead or representing operational area. Ensure project outcomes can be successfully implemented at an operational level.
·Drive a lean service environment, implementation and management of process improvements to reduce failure and improve the Customer Service experience
·Develop strategies to promote cost effectiveness and lead team in delivery of initiatives.
·Identify potential issues/challenges and design solutions to address, either within own authority or in conjunction with the Director of Retention Operations.
Skills & Experience
·Significant experience in leading teams, reporting and presentations.
·Proven leadership capability in a Blue Chip call centre environment.
·Proven ability to deliver against targets.
·Experience of working with Brokers and Partners.
·Delivering results through third parties.
·Detailed understanding of business process methodologies and the ability to apply them in practice.
·Ability to work in a matrix environment and to galvanise teams around an agreed agenda that is to the benefit of the wider business.
·An understanding of how to take people on a change journey as a leader that enables the business to prosper
·Excellent communication, coaching and feedback skills.
·Excellent organisational skills, showing an ability to prioritise and manage own workload in a pressured environment and guide prioritisation for others in team
·Ability to engage and influence people at all levels.
·Strong analytical skills, excellent planning and organisational skills.
·High level of ability to negotiate.
·Understanding of change methodology in a lean operating environment.
·Experience of managing multiple priorities to strict deadline.
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.