Previous role involves:Develop and lead the implementation and delivery of the shared service transformation programs, alongside the corporate commitment to ensuring efficient, cost effective service delivery and continuous environment. Contribute to the development and implementation of all strategic plans for the contact centre to enhance profitability. Continuously review work processes and implement changes to improve efficiency and cost effectiveness of the contact centre. Work effectively with existing & potential clients, maintaining a high level of knowledge of stakeholders, markets, products and service, acting as the primary contact for all requests and queries. Take responsibility for the effective operation and delivery of the workforce strategy within the team, including ensuring that staff appraisals and career planning are undertaken on a monthly, quarterly and yearly basis in line with the KPI’s, Vision and Mission of the business. Conduct one to one meetings with the managers to promote continuous improvement and identify performance management tools, training and FTE’s needed. Oversee process’s to ensure leave processing, return to work interviews, employee coaching and payroll approvals are conducted in a timely manner in accordance to the code of conduct of the business. Acting as a client liaison as required, ensuring information is communicated to the team and support units as appropriate.