An exceptional Commercial and Operational Manager is required to deliver all operational and commercial performance metrics across a Client project through the management of a group of Operations Managers, ultimately delivering revenue assurance and all KPIs on behalf of the client campaigns.
This is a highly commercial role and requires someone who has a in-depth commercial understanding along with experience of P&L and client contract negotiation.
Key Experience and Skills required:
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Outbound & inbound contact centre operational management and strategic planning experience
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Effective leadership through team building and development
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KPI management and proven track record of achievement
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Commercial awareness and financial management
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Thorough understanding of resource optimisation and delivery
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Excellent client relationship management
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Experience of managing multiple projects and varying team sizes
Responsibilities for the successful person in this role are:
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Achieve all operational KPIs across a Client campaign or set of client campaigns to ensure contractual obligations are met as a minimum including (but not limited to) service levels, delivery of hours, auditory/compliance requirements and customer satisfaction targets
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Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth
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Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
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Lead, develop, motivate and coach Operations Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of service
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Analyse results across the campaigns to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
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Create and maintain a performance driven working environment where advisors and managers can excel
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Communicate effectively with the team to create and maintain a motivated and challenged workforce
This is a highly rewarding, challenging role within a rapidly changing, developing and growing business who are in a very exciting stage of development.
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