European Operations Manager

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Our client, a global leader in technology protection, based in West London is seeking an experienced Operations Manager.

Purpose and Responsibilities

This role supports their European growth strategy.

Across Europe they utilise a model that combines in-house operations and outsource partners to provide core services and as such they have identified a need to have an experienced manager, who is responsible for their multi-lingual teams in London and the day-to-day management of outsource partners. The teams and outsource partners currently include the following:

Main team

– French Team in London
– Dutch Team in London

Outsource partners

– French language services from Casablanca, Morocco.
– Dutch language services from Maastricht, and The Netherlands.

Key Responsibilities

Team Player

– Enjoys diversity, is flexible and open-minded when dealing with a wide range of colleagues and clients.
– Fosters a team environment with peers within department and across the organisation.
– Collaborates and cooperates with other teams including those within Human Resources, Client Services, Sales & Marketing, IT and Finance.

Treating Customers With Respect

– Always pays due regard to the interests of customers, taking appropriate action and escalating where necessary.
– Demonstrates a good understanding of the concept of treating customers fairly, and strives to deliver fair outcomes.
– Is aware of the company’s responsibilities in protecting customer’s personal data, including payment card information, and acts accordingly.
– Behaves entirely objectively in the execution of responsibilities, treating all customers without discrimination.
– Remains polite, professional and respectful when communicating with customer even in the event of a customer being angry, upset or uncooperative.
– Extends the required respect for the customer beyond the actual customer contact, remaining professional and discrete within and without of the work environment.

Day-to-Day Delivery of Care

Ensuring delivery of exceptional service to customers in conjunction with goals, including those relating to: Customer satisfaction; Contact quality & compliance; Staff satisfaction; Staff performance & productivity; Staff attendance & retention, and Cost control.

To meet company goals through:

– People management and development
– Supporting business change and growth
– Maintain up to date knowledge of relevant company products, including the T&Cs;
– Proficient user of systems, including reporting tools;
– Collaborate in workforce planning process;
– Involvement in recruitment and selection process for agents and team leaders;
– Maintain an environment, which both supports and motivates staff, as well as presenting a professional image to clients and prospects;

People Management & Development

Develop staff to achieve operational and personal objectives providing them with the relevant tools and support do this this.

To maintain a team which is proactive, motivated, with sufficient skills and knowledge to deliver client and business goals, including;

– Carry out regular 121s
– Conduct performance reviews in a timely manner;
– Ensure appropriate action is taken to address performance feedback including feedback from quality assurance monitoring;
– Design and management of staff reward and recognition schemes;

Supporting Business Change and Growth.

Provide recommendations that improve the customer experience, employee satisfaction, and corporate performance and undertake the following as necessary:

– Enhancing or creating operational processes;
– Input into customer communications design including script development;
– Design and delivery of internal staff communications;
– User Acceptance Testing of systems.

Reporting and Communication

– To complete and deliver meaningful and accurate reports to agreed timescales.
– To attend and contribute to required meeting and forums.
– To promptly follow escalation procedures for issues, including IT and HR, and with sufficient ownership to ensure the issue is properly understood and resolution in progress.

Management of  Third Party /Partner Relationships

Home office will be Chiswick, London but with regular travel to partner organisations sites within Europe likely to be monthly, but occasionally more extensive if required. Initial partner locations are Casablanca in Morocco and Maastricht in Holland. US travel also expected.

Skills and Experience
Essential:

– Experience working as a manager delivering or managing contact centre activity
– Excellent oral and written English and French
– Strong numeracy skills
– High degree of proficiency with both Microsoft Office Word and Excel.

Desirable:

– Dutch
– Management experience in an operational environment subject to FCA regulation
– Management of multi-channel environments including voice (inbound and outbound), email, post and webchat
– Experience of operations within General or Mobile Phone Insurance