Operational Performance Manager

2 days left

32000.00 - 40000.00 GBP Annual + Exceptional Benefits & Final Salar
24 Sep 2019
22 Oct 2019
Contract Type
Full Time
The Client:

An award-winning Financial Services organisation based in County Durham.

The Opportunity:

Our client is embarking on a transformation program of change and therefore are seeking an Operational Performance Manager who is comfortable working within a highly visible position, within a function seen as key enabler within the business.

You will support both the Operations Manager and Director on the following tasks and responsibilities, in this permanent position.

Primarily you will provide insight across the operation which supports decision-making and planning to deliver services to customers which will include multi-channel contact solutions across traditional, digital and social channels and back office functions. Also you will be the advocate for MI and reporting and resource planning.

* You will have excellent MI and analysis capability;

* Experienced with resource planning tools as well as have a genuine passion for delivering over and above to customers;

* Comfortable working intimately with all levels of business as collaborating with other teams and stakeholders within the business is important;

* The immediate requirement of the role will be to take a handle on the numbers i.e. headcount analysis and what it should look like to achieve SLA's, as well as consolidating the various MI reporting outputs currently being actioned by the team managers within the department;

* You will look for quick wins and understand volumes and metrics. You will have responsibility for looking after the quality function as well as the change function;

* This is a new role within a new department within the division therefore the successful candidate will have the opportunity to shape this department.

* The role will be required to take database information and put this into tools where the information can be taken as well as manage the skills matrix for the department.

The Candidate:

* You will have practical experience of running resource planning;

* This client is open to all industry backgrounds as the practical experience across Management Information (MI), Head Count Analysis and identifying efficiencies across Reporting and systems will get you this position;

* It would be nice if you have people management experience (as a developing manager), rather than an experienced people manager, but not essential;

* Advanced excel (to interrogate data) and access database skills are essential;

* Understanding of principles for when running FTE forecasts

* Budget management

* Being a confident communicator with excellent written and verbal skills. a team player, with excellent organisational skills and being a proven problem solver, who is conscientious, reliable, hard-working, professional and motivated are vital.


28 days holiday plus 8 days bank holiday, flexible working as well as a defined benefit pension scheme (equivalent to a Final salary)

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