Operations Manager - Insurance Contact Centre
- Recruiter
- Recruitment Genius
- Location
- Fareham, Hampshire, England
- Salary
- Negotiable
- Posted
- 27 Jun 2017
- Closes
- 25 Jul 2017
- Ref
- 00070358
- Contact
- Recruitment Genius Ltd
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
This business manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many automotive manufacturers globally.
They are a high performance business that meet their objectives and hit their Service Levels, keeping customers and consumers happy. Your role as Operations manager is to make sure their people have stretching, achievable and meaningful productivity targets and that they achieve them.
As a member of the management team the overriding focus of the role is to provide maximum support to enable client growth, provide first class leading customer service, to support and manage the team managers to deliver business at agreed service levels and targets and to create an environment where the people are committed to success.
Key responsibilities include
- Effectively managing Operational Team resources to support delivery of the Client's outsourced management requirements to agreed service levels.
- Setting the direction of operational standards and support to the business
- Monitoring provision of a management information service to all relevant functions, embracing operating performance data in various formats, forecasting, exception and variances, and analytical business commentaries.
- Managing strategy for evaluating customer satisfaction, perception and feedback on service delivery in order to provide MI and to assist in continuous improvement.
- Managing the negotiation, renewal and monitoring of all SLAs with the various suppliers and partners
- Ensure continuity of service provision is maintained, meeting customer needs and delivering agreed SLAs.
- Building and leading an effective Operations Team. Identify training and development needs, manage and enhance individual performance, manage and develop team.
- Developing the business by making recommendations/identifying new opportunities for service delivery / improvement to ways of working.
- Providing leadership and management to reduce staff attrition in the operations teams
- Making decisions on operational activities and responsible for implementing the group strategy.
The skills and experience you will need include
- Proven experience of managing large teams at a senior level
- Technical background within the industry
- Analytical, problem solving skills
- Negotiation Skills
- Ability to adapt to changing workplace
- Able to use initiative
- Leadership skills - Excellent people manager
- Able to understand and analyse business performance measures and report findings to team
- Managing client, contractor, customer relationships
- Ability to develop operational and business processes and plans.
They offer you
25 days holiday plus bank holidays, pension contributions, flexible benefits and a cash pot to spend on dental and health plans or insurance and protection products, financial and professional advice service, lifestyle and entertainment discounts.
They are a high performance business that meet their objectives and hit their Service Levels, keeping customers and consumers happy. Your role as Operations manager is to make sure their people have stretching, achievable and meaningful productivity targets and that they achieve them.
As a member of the management team the overriding focus of the role is to provide maximum support to enable client growth, provide first class leading customer service, to support and manage the team managers to deliver business at agreed service levels and targets and to create an environment where the people are committed to success.
Key responsibilities include
- Effectively managing Operational Team resources to support delivery of the Client's outsourced management requirements to agreed service levels.
- Setting the direction of operational standards and support to the business
- Monitoring provision of a management information service to all relevant functions, embracing operating performance data in various formats, forecasting, exception and variances, and analytical business commentaries.
- Managing strategy for evaluating customer satisfaction, perception and feedback on service delivery in order to provide MI and to assist in continuous improvement.
- Managing the negotiation, renewal and monitoring of all SLAs with the various suppliers and partners
- Ensure continuity of service provision is maintained, meeting customer needs and delivering agreed SLAs.
- Building and leading an effective Operations Team. Identify training and development needs, manage and enhance individual performance, manage and develop team.
- Developing the business by making recommendations/identifying new opportunities for service delivery / improvement to ways of working.
- Providing leadership and management to reduce staff attrition in the operations teams
- Making decisions on operational activities and responsible for implementing the group strategy.
The skills and experience you will need include
- Proven experience of managing large teams at a senior level
- Technical background within the industry
- Analytical, problem solving skills
- Negotiation Skills
- Ability to adapt to changing workplace
- Able to use initiative
- Leadership skills - Excellent people manager
- Able to understand and analyse business performance measures and report findings to team
- Managing client, contractor, customer relationships
- Ability to develop operational and business processes and plans.
They offer you
25 days holiday plus bank holidays, pension contributions, flexible benefits and a cash pot to spend on dental and health plans or insurance and protection products, financial and professional advice service, lifestyle and entertainment discounts.