What you will do in this role

As an Operations Manager on our team, you’ll be:

• Annually aligning our Contact Centre and Customer Experience objectives with our client’s strategic vision and risk appetite
• Spearheading the implementation of our Contact Centre’s operational service strategy, ensuring seamless execution
• Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a best-in-class service across all stages of the customer journey
• Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
• Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
• Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering
• Contact Centre processes that prioritise compliance
• Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
• Orchestrating a well-balanced team with the appropriate levels of multi-skilled resources, overseeing staff recruitment and training efforts
• Assuming ownership of first-line operational risks and controls, proactively addressing challenges as they arise
• Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives

Your qualifications

Concentrix + Webhelp is a great match if you have:

• A minimum of 3 years’ experience as a Team Manager, showcasing your expertise in leadership and operational management
• At least 1 year of experience in an Operations Manager or Deputy Operations Manager role Exceptional communication, negotiation, analytical, and problem-solving skills
• Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
• A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
• The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation
• A track record of innovation, consistently delivering alternative solutions based on insightful observations
• A spotless record, free from any credit, criminal, or disciplinary issues