Head of Operations
cactus search
Hampshire, UK
6d ago
  • To set goals for the Contact Centre operations (CS, Complaints, Underwriting, Collections etc) reporting to the MD of the Omni business you will aim to reduce downtime and help implement a seamless customer experience.
  • Providing strategic input to the professional management of the business realising the full potential of market opportunity -
  • focusing on operational delivery.

  • Support project and product development for the business as appropriate and required.
  • Lead the teams to ensure employees are engaged to deliver against all KPI's contained within the Contact Centre
  • Responsibility for revenue, profit and quality of service targets agreed with the business
  • Work with the MD of the business, to develop and roll out a robust business with clear operational efficiencies to enhance the overall customer journey.
  • Build strong working relationships with the senior management team.
  • Extensive experience as a Head of Operations / Operations leader, with responsibility for managing a collections / Complaints / Quality / Customer Service / Administration within an operation.
  • Retail Consumer Finance background
  • Experience of leading 50-100FTE
  • A lengthy background in Contact Centre FS retail finance environment
  • Demonstrable experience of developing strategy and business plans.
  • Strong leadership skills are essential.
  • Apply
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