• Manage 3 LOB with a Head count of 500• Drive service delivery in order to meet the required SLA’s including Customer experience, conversion, Sales, Quality, TAT, compliance and escalation resolutions• Drive hours delivery ensuring attainment and required PCA• Ensure the achievement of the financial targets by delivered billable hours.• Ability to take data/inputs and develop learnings about what the data holds• Analyze data for insight generation to determine the most valuable opportunities to improve performance and redesigning digital experiences to deliver the output• Visualize system requirements and articulate the same in the form of a functionality requirement document for IT• Identify innovation opportunities relating to offers and services• Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of Capita, it’s customers, and it’s employees• Implement the capacity plan and manage resourcing accordingly• Initiate and facilitate process improvement initiatives/projects• Review manage exceptions, ensure timely execution of transformation/transition/migration activities• Own rewards and recognition schemes for the assigned processes/teams• Manage client relationships and escalations• Conduct performance reviews and provide feedback to the Operations Manager• Oversee action plans/PIP’s in place for outlier performers• Ensure the execution of the Reward and Recognition budget• Drive employee Engagement to meet the required employee satisfaction• Manage Attrition through regular reviews and reporting• Relationship Management which includes external stakeholders, client and partnerships

Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost analysisAccomplish human resource objectives by recruiting, selecting, orientating, training, coaching, counselling, and communicating job expectations for a team of 17 direct reports and 170 indirect reportsIdentify and establish productivity, quality, and customer service standards, contributing information and analysis to organisational strategic plans and reviewsDevelop call centre systems by developing customer interactions and voice response systems, developing, and executing user acceptance test plans, planning, and controlling implementationsMaintain and improve operations by identifying and resolving challenges, preparing, and completing action plans, completing system audits and analysis, managing process improvement and quality assurance programsTrack emerging trends within call centre operations management, attending workshops and establishing personal networksProvide statistical and performance feedback and coaching on a regular basis to Team Leaders and ensure all staff have appropriate training and resources to perform their rolesEnsure robust compliance with customer service policies and procedures highlighting operational risks and implementing controls

Coach, lead and monitor the performance of the team to deliver key business objectives and meet outcome measuresDevelop and maintain strong relationships with key internal and external stakeholdersUnderstand key outcome measures and identify opportunities to continuously improve the admin team performanceEnsure compliance with sales and implement action plans in response to auditsNavigate through periods of change and complexity ensuring clear direction and support for the teamDrive knowledge of legislation to ensure best practice sales and admin management is implemented and followed within the team and leveraged with other business areas

Lead the performance of 20 customer service consultants to meet targets and ensure adherence to standard operating proceduresMotivate and engage team members by applying effective people management processes and practicesConduct staff assessments of competence against role standards and criteriaCreate streamlined and optimised service delivery for all customersBuild a high-performing team, and manage performance, including disciplinary mattersFocus on the continuous improvement of systems and processes

Execute an exceptional customer service strategy, ensuring SLAs are achievedProvide leadership for the team by inspiring them with the company’s vision, setting clear objectives, and motivating them to deliver the best level of service Lead, coach, and train customer service team membersAssess daily and weekly service levels and quality and implement improvement strategiesAct as the final point of escalation for the team for either customer or IT related issuesIdentify key areas of improvement and report to senior management to implement tailored policies, procedures, technical improvements, and training programsManage staffing plans to ensure capacity is met, taking into consideration on and off-peak periods