Operational Performance and Leadership Manager
2 weeks ago
Full Circle Selection is a renowned organization in the industry, offering exceptional career opportunities to talented individuals.
About the RoleWe are seeking an experienced Operational Performance and Leadership Manager to join our team. As a key member of our management structure, you will play a pivotal role in driving operational excellence across our business streams.
Key Responsibilities- Achieve all operational KPIs across the business stream, ensuring contractual obligations are met or exceeded. This includes delivering hours, auditory/compliance requirements, and customer satisfaction targets.
- Manage day-to-day client relationships at operational levels, guaranteeing high levels of Client Satisfaction.
- Lead, develop, motivate, and coach Team Managers to enable them to lead and manage Advisors in delivering superior service quality.
- Partner with HR to analyze Employee Satisfaction feedback, developing strategic plans to minimize attrition and absence while maximizing engagement by fostering a fun and rewarding environment.
- Analyze results to identify areas for improvement and work with the Continuous Improvement function to create plans for delivering required improvements.
- Create and maintain a strong performance-driven working environment.
- Communicate effectively with your team to create and maintain a motivated and challenged workforce.
- Collaborate with Client Engagement teams to prepare and present monthly and quarterly client business reviews and client reports.
To succeed in this role, you will need:
- At least 12 months of management experience within retail customer service environments across multiple channels (email, live chat, calls).
- Contact centre operational management and strategic planning experience.
- Effective leadership through team building, development, and a strong coaching culture.
- Highly focused and driven.
- Great ability to coach others.
- KPI management and a proven track record of achievement.
- Ability to create dynamic and highly performing teams.
- Commercial awareness and financial management.
- Thorough understanding of resource optimization and delivery.
- Excellent client relationship management.
- Experience within operations roles and managing varying team sizes.
As a valued member of our team, you can expect:
- A competitive salary: £60,000 - £80,000 per annum, dependent on experience.
- A comprehensive benefits package, including a bonus scheme, pension plan, and generous holiday entitlement.
- Ongoing training and development opportunities to support your career growth.
- A dynamic and supportive work environment that fosters collaboration and innovation.
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