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Head of On-Line Banking
Recruiter
Call Centre Associates
Location
in East Midlands , Midlands
Salary: £70 - £80k per annum
Reference: CCH2278MC
The Company This is a unique opportunity to obtain a Senior Management role within one of the worlds largest Financial Service organisations. The Role: This senior Operational Leadership and Service Performance delivery role is accountable for delivering operational excellence within their area. They will use transformational leadership and people development to achieve a customer centric operation, and drive the delivery of exceptional customer service. The role holder will drive the execution of the business strategy and objectives to deliver a first class customer experience. The role must deliver results through people, be a catalyst for improvement, utilise excellent performance management and communications skills. This is a complex role managing delivery through multiple operational models including an onshore captive contact centre and offshore captive / supplier contact centres spread geographically across India and the UK. Key Responsibilities:
• Build relationships and team working between all direct channels teams ensuring the customer and service & sales centres are championed. Providing a consistent customer experience.
• Accountable for the delivery of excellent customer interaction with a focus on delivering a great customer experience and maximising revenue potential across On and Offshore Operations.
• Champion customer and service improvement initiatives ensuring full return on investment and appropriate methodologies utilised.
• Develop and implement an operationally excellent Contact Centre, benchmarked against best in class competitors.
• Lead, direct and implement a strategy to ensure full delivery of the comprehensive change plan prioritising resources to deliver and ensuring on and offshore helpdesks and fit to implement.
• Through direct leadership of a team of Sales and Service Managers and influence over 3rd Party and Outsourced Leadership teams, be accountable for overall achievement of the Contact Centre's:
• Employee satisfaction
• Customer experience
• Cost management
• Operational effectiveness and efficiency
• Risk and Rigour management
• Define and deliver strategies to increase customer satisfaction and single contact resolution through effective process management. This includes managing the relationships with key stakeholders across the business to influence and deliver desired results to enhance the Customer Experience.
• Ensure all compliance and risk issues are mitigated working alongside appropriate teams. Location: On average, the role is based in the Midlands, UK 70% and India 30%. Requirements: Operational Call Centre experience is a must. Project management experience is a bonus, and someone with Prince2 or Six Sigma would be a huge advantage. Remuneration: Benefits: Bonus, Company Car, Pension, Private Healthcare Salary: £70 - £80k per annum Closing date: Friday 15th Feb 2008 To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to: mark@callcentreassociates.co.uk
• Build relationships and team working between all direct channels teams ensuring the customer and service & sales centres are championed. Providing a consistent customer experience.
• Accountable for the delivery of excellent customer interaction with a focus on delivering a great customer experience and maximising revenue potential across On and Offshore Operations.
• Champion customer and service improvement initiatives ensuring full return on investment and appropriate methodologies utilised.
• Develop and implement an operationally excellent Contact Centre, benchmarked against best in class competitors.
• Lead, direct and implement a strategy to ensure full delivery of the comprehensive change plan prioritising resources to deliver and ensuring on and offshore helpdesks and fit to implement.
• Through direct leadership of a team of Sales and Service Managers and influence over 3rd Party and Outsourced Leadership teams, be accountable for overall achievement of the Contact Centre's:
• Employee satisfaction
• Customer experience
• Cost management
• Operational effectiveness and efficiency
• Risk and Rigour management
• Define and deliver strategies to increase customer satisfaction and single contact resolution through effective process management. This includes managing the relationships with key stakeholders across the business to influence and deliver desired results to enhance the Customer Experience.
• Ensure all compliance and risk issues are mitigated working alongside appropriate teams. Location: On average, the role is based in the Midlands, UK 70% and India 30%. Requirements: Operational Call Centre experience is a must. Project management experience is a bonus, and someone with Prince2 or Six Sigma would be a huge advantage. Remuneration: Benefits: Bonus, Company Car, Pension, Private Healthcare Salary: £70 - £80k per annum Closing date: Friday 15th Feb 2008 To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to: mark@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 08-02-2008
Viewed: 772 times
Viewed: 772 times
