Operations Lead

Date: 16-Oct-2018

Location: Dublin, D, IE, n/a

Year: 2018

Company: Arvato Finance Services Limited - Arvato CRM Ireland 

Requisition ID: 25703

 

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Job Title:               Operations Lead 

Reporting to:        Operations Manager

Location:               Dublin

 

Overall Job Purpose

 

This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As the Operations Lead you are responsible for setting up a new team in Dublin, the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and/or exceed all SLA’s whilst making adjustments and recommendations as required. In order to be successful in this role must embrace a fast changing and dynamic environment, and be comfortable interacting at all levels within your own organization while managing relationships within the customers’ organization.

 

 

Duties and Responsibilities

 

  • Overall responsibility for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and/or exceed all SLA’s whilst making adjustments and recommendations as required.
  • Ensuring operational metrics (daily, weekly, monthly, quarterly) are clearly communicated, understood and achieved
  • Enable a culture of continuous improvement, including actively championing root cause analysis in Quality and pushing for full resolution and deployment of corrective action at source.
  • Work closely with the Operations Manager and HR/Recruitment team, that might be based in another location, to deliver resource requirements in line with contractual requirements; and staff attendance & attrition objectives.
  • In conjunction with the Operations Manager and Training Leads, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential.
  • Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly.
  • Promote and sustain a supportive learning environment.
  • Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan.
  • Conduct Team Meetings with direct reports to ensure expedient communication and provide an open forum for input. Drive and implement team activities.
  • Lead by example, be approachable and demonstrate a “can do” attitude to develop a culture of teamwork to drive the achievement and exceeding of targets. Ensure
  • involvement of employees in decision making regarding issue resolution and future strategy planning.
  • Coach and mentor Team Leaders and SMEs to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals are not achieved.
  • Responsible for understanding and working with the client's statement of work.
  • Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support. Manage conflict and problem resolution for both types of situations.
  • Prepare and present ongoing KPI performance and action plans to the client in weekly performance reviews.
  • Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
  • Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client.
  • Drive Innovations within department.
  • Together with PMO Office ensure smooth team launch & ramp up period for the team in Lisbon

 

 

Required Qualifications & Experience

 

  • Degree qualified, preferably in a Business or relevant field.
  • 2 years + management experience in a contact centre of 50+ staff required.
  • Project Management experience preferable
  • Track record in Innovation submissions within Arvato Program preferable.
  • Client Facing management experience required.
  • Clear goals & aspirations for leadership development and proven record of involvement in activities outside BAU work.
  • Required cross location collaboration experience.
  • Best practice customer service/contact centre experience and delivering high quality results within blue chip organizations.
  • Experience of working as an outsource partner.
  • Knowledge of solution design process, procedures and operating models.
  • Experience of interpreting operational data and its effect on customer experience and service.
  • Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
  • Experience of developing and / or implementing best practice processes to achieve high levels of staff attendance and minimize staff attrition.
  • Conversant with contact centre technology.
  • Track record of leading Wellness activities within a team
  • Flexibility to travel

 

 

Competencies

 

  • Initiative
  • Solution Orientation
  • Collaboration
  • Organizational Commitment
  • Providing Direction
  • Developing People
  • Impact and Influence
  • Motivate and Support Performance
  • Create Value for Customers
  • Drive for Results

 

 

About Arvato

 

Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.

 

Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: www.arvato.com/en

 

Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.

 

At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility

 

Disclaimer

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to  

time, as needed.

 

 

About us:

We are an international outsourcing service provider. Every day, over 70,000 employees in more than 40 countries are at work helping our customers achieve success in the market. We design and implement solutions for a wide variety of business processes throughout integrated service chains. Our services include everything from the preparation and distribution of printed materials and digital storage media to data management, customer care, CRM services, supply chain management, digital distribution, financial services and IT services.


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