To meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs. Manage, inspire and motivate a number of Operation Managers to ensure operational excellence, high employee engagement, and service improvement is achieved.

Role and Responsibilities

• Responsible for the Operational leadership of a team and for the delivery of the overall operational metrics & targets.
• To proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/ targets including day-to-day service levels, customer experience, quality measures, and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment team to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• Successfully delivering and managing peak trading periods in the industry
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification and implementation of operational best practices through interaction with the wider team
• Motivate and effectively manage Operations Managers within the account to ensure delivery of overall targets and business plan.
• Selecting, effectively managing and coaching Operations Managers
• Execute a well-defined Communication and Engagement model in place to ensure all their teams understand the performance of our business and that they understand the needs of their teams
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key workstream
• Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call center management experience is essential to be a success in this role
• Ability to build and maintain strong client relationships
• Ability to demonstrate being able to translate business strategy into day-to-day delivery
• Strong commercial understanding and previous accountability for profit targets
• Setting and reviewing Quality performance standards
• Managing Client Engagement

Qualifications and Education Requirements

• Degree in Business, Operations Management or related field
• Minimum of 7 years of continuous experience in third-party Collections at a Manager level or higher.
• Supervised 10 or more supervisors who performed similar duties to meet objectives in regard to collection objectives.