OPERATIONS DIRECTOR
Customer Contact Centre, Wath-upon-dearne, Rotherham S63 7ER, with occasional travel where needed
£90,000 - £105,000 per annum
40hrs, Full Time, Permanent
Excellent company benefits including Company Car or Car Allowance, Company Bonus Scheme, Pension Scheme and Private Healthcare (including Family)
About Us
G4S and Allied Universal came together in 2021 to create a global business which is now the world’s leading integrated security and facility services company. We offer our employees an immense range of exciting and rewarding long term career opportunities.
We deliver through teamwork and always act with integrity. Our caring culture puts people and safety first. With clients from the public and private sectors including schools and government sites, we assist a wide range of organisations and offer bespoke solutions. Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients.
If you believe in our values as much as we do and would like a job that makes a difference, then this is an exciting opportunity.
About the Role
We are looking for an experienced Operations Director to join our team working in the Employment Support Services sector of the business based in our Customer Contact Centre in Wath-upon-Deane, Rotherham.
As Operations Director you will be responsible for the general management and leadership of the Phase 2 Contact Centre Contract with 1000 + FTE and a TCV of £83M. You will be responsible for People, Service Delivery, Commercial, Contract and Client engagement as well as leading performance through a team of five direct reports and indirect reporting relationships
Reporting directly to the Managing Director of Employment Support Services, as a senior member of G4S Employment Support Services organisation you will be responsible for the delivery of the strategic direction of the Customer Contact Centre supporting Business Development and the client on contract development, mobilisations, and growth, whilst being able to meet and exceeds customer and client needs and maintain and develop business relationships both internally and externally.
Some of the Key Responsibilities of this role will include:
Provide strategic and professional leadership
Drive and facilitate the Customer Contact Centre strategy to cultivate a fully engaged workforce.
Lead on workforce planning, recruitment & selection, to ensure the CCC is fully resourced at all times and the structure is fit for purpose,
Create a culture committed to employee development ensuring all staff are supported
Manage direct reports effectively, delegating appropriately, ensuring their competencies are maintained and holding them accountable for the delivery of objectives and targets
Ongoing improvement of team performance through the utilisation of reliability and cost-effective delivery models
Development of quality assurance processes and procedures
Oversee and ensure compliance with applicable environmental, health, safety, and other regulatory rules and regulations
Development and deployment of standard operating procedures and best practices; establishing written protocols and guidance to the delivery teams, supervisors and managers
P&L responsibility for the business, including attainment of profit and revenue targets for current portfolio as a minimum
Ensure delivery of client KPI’s and achievement of EBITA and PBITA
Develop positive client relationship to ensure longevity of customer contracts
Liaise and work collaboratively with key stakeholders in the business and other operational departments, as appropriate
Monitor contract performance and overall trends in service delivery identifying areas of improvement and liaising with relevant stakeholders to optimise service delivery and achieve value for money.
Essential Criteria:
Have Previous BPO Call Centre Experience at a senior Level leading all aspects of a 1000+ contract
Have a proven track record in providing leadership and direction to a growing business
Strong people and customer relationships skills at a senior level.
Experience of managing budgets
Delivering Results and meeting customer expectations
Extensive experience of operational and service delivery with a hands-on approach
Excellent organisational and planning skills; to balance multiple demands in a complex and changing environment.
Excellent interpersonal and communication skills.
Strong influencing and negotiating skills, being able to persuade the benefits of change and improvement and drive them
Experience of commercial bid procurement processes.
Track record of contract and commercial management
About you
Leading by example. We are looking for a highly motivated and determined leader, with the ability to be resilient, confident with a tenacious can-do attitude, have the ability to embrace complexity and be a part of a busy and fast paced leadership team.
The ideal candidate for this role will have an in depth knowledge and experience of BPO Call Centres at a senior level , leading all aspects of a 1000+ contract
In addition, you must be able to demonstrate the ability to work to tight deadlines, maintain confidentiality, have the ability to develop standards for maintaining legal compliance, maintain high levels of accuracy and challenge where necessary. Excellent written and verbal communication skills are a must, as well as working proactively and have critical thinking and problem-solving skills.
It is key that you are flexible and adaptable to deal with ever-changing scenarios. You must work well under pressure and be able to work in a constantly evolving work environment.
We expect you to create a positive and diverse working environment whilst encouraging career progression and developing a high-performance management team. You will also have the scope to develop your own career within a leading, global company.