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Interim Head of Operations
Recruiter
Cactus Search
Location
in Netherlands , Other
Salary: Negotiable DOE
Reference: 1159
Details: Fabulous opportunity to travel to the Netherlands and run a large contact centre function based just outside Amsterdam. This is a great chance to join this dynamic and diverse organisation during an exciting period of growth and development. This role will offer huge amounts of autonomoy and will offer a fantastic chance to build and develop a contact centre strategy for the future. Extensive Contact Centre Operations Management experience in the Financial Services Sector is essential for this position. Any experience of the Credit Card Industry would also be a HUGE advantage. This is an initial interim position for a minimum of 6 - 12 months - this role is likely to offer a permanent position in the future. Job Purpose - The Head of Operations is responsible for managing the delivery of service to the client and ensuring total customer satisfaction to meet financial targets within operational accounts in the contact centre to which the role is appointed. Principal Accountabilities Contract Management:
• To deliver against all contracts contained within the site responsibility to revenue, profit and quality of service agreed with the Company
• Appoint appropriate management resources to manage contracts and site
• Work with management team to agree continual improvements in delivery and also identify customer opportunities Human Resource Management:
• Manage site Human Resources to attract and grow the right people
• Achieve set attrition and absenteeism targets for the site
• Have full responsibility for all people in operations within the site Compliance:
• Ensure group standards and policies are adopted across the site
• Work as part of the Operations Forum to share and implement best practice
• Manage risk on current work and maintain an overview of contract performance Financial:
• Profit and loss decision making authority
• Approval of free work/rework within agreed financial parameters
• Responsible for managing contract gross profit improvement
• Measured by gross profit target for site based on Company budget requirements and existing order book.
• The premise will be to ensure each site is economically viable Knowledge/Experience/Skills Needed
• Extensive experience as a Senior Operations Manager in a customer focused business
• Experience of the Financial Service Sector and working to FSA guidelines and compliance is essential
• Experience of working on call centre projects and related business
• Demonstrable experience of budget and profit and loss responsibility
• Experience of negotiating with customers Ability to speak Dutch would be a benefit but not essential Package: Negotiable DOE
• To deliver against all contracts contained within the site responsibility to revenue, profit and quality of service agreed with the Company
• Appoint appropriate management resources to manage contracts and site
• Work with management team to agree continual improvements in delivery and also identify customer opportunities Human Resource Management:
• Manage site Human Resources to attract and grow the right people
• Achieve set attrition and absenteeism targets for the site
• Have full responsibility for all people in operations within the site Compliance:
• Ensure group standards and policies are adopted across the site
• Work as part of the Operations Forum to share and implement best practice
• Manage risk on current work and maintain an overview of contract performance Financial:
• Profit and loss decision making authority
• Approval of free work/rework within agreed financial parameters
• Responsible for managing contract gross profit improvement
• Measured by gross profit target for site based on Company budget requirements and existing order book.
• The premise will be to ensure each site is economically viable Knowledge/Experience/Skills Needed
• Extensive experience as a Senior Operations Manager in a customer focused business
• Experience of the Financial Service Sector and working to FSA guidelines and compliance is essential
• Experience of working on call centre projects and related business
• Demonstrable experience of budget and profit and loss responsibility
• Experience of negotiating with customers Ability to speak Dutch would be a benefit but not essential Package: Negotiable DOE
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 05-03-2008
Viewed: 219 times
Viewed: 219 times
