My client operates as a small group of Fintech companies within the software industry sector.
As a division of a global software group, they benefit from the investment and security that avails, but remain small enough as a separate entity to offer a customized and personalized offering to their clients.
POSITION:
We are looking for a leader to inspire and motivate our Operations teams to deliver effective and efficient ways of working to delight our growing customer base and to deliver against our business objectives.
You will be responsible for the overall direction, management and administration of all aspects of our operational activities to ensure that the strategic and day-to-day objectives of the company are met. This is a broad role that will involve designing and implementing policies and processes, working with teams to ensuring accurate and predictable outcomes, as well as ensuring high levels of customer service and implementing innovative technology solutions.
Ultimately, you ll ensure our operations run smoothly and efficiently, that our people are productive, and that our customers receive outstanding levels of service.
JOB RESPONSIBILITIES:
Operations:
Work as a strategic member of the senior management team, overseeing operational activity within the group
Responsible for the Professional Service and Customer Service teams and activities
Ensuring our customers get the best levels of service through timely resolution of queries, questions and faults. This will include ensuring teams have the skills they need now but also for the future
Ensuring we have efficient and effective processes to manage all types and scales of project putting the customer experience at the centre of the journey, whilst also driving for timely and predictable results
Establishing precise and efficient processes that ensure high levels of accuracy of financial data and outcomes
Lead on core governance activities such as the ownership of ISO processes, auditing and accreditation.
Work with the Chief Operating Officer to define and deliver an enhanced customer experience with continued focus on improvement
Manage and measure operational performance in an efficient and timely manner
Oversee daily operations ensuring that KPIs, ratios and metrics are met and adjustments made as necessary
Ensure resourcing is in line with the needs of all stakeholders and plan day-to-day availability in line with operational needs and financial forecasts
Ensure our reputation and relationship with customers, service providers and partners is healthy, improving and a prime focus internally
Act as a key liaison with our sponsor banks and payment operators to ensure our operational Bacs accreditations are maintained
Design and enhance processes to continually improve quality of work, increase productivity, and drive customer satisfaction
Work with the development team to ensure that we are able to provide the best possible support and service levels across all products
Take ownership of driving and delivering key business projects (both internally and externally focused)
Use Group benchmarking data and knowledge of Group best practices to inform the way ahead
Have a detailed understanding of the measurements and metrics used to drive a successful Group company.
Team:
Effectively lead the team in a way that fosters the right results, in the right way with the right culture. This will include managing all the relevant elements that ensure we have the right resource with the right skill set and ways of working to deliver against our broad set of KPIs and SLAs
Work with all teams across the business to ensure true collaboration and improve our collective ways of working. This is likely to be through the introduction of value stream mapping and driving our inefficiencies / operational pain points
Proactively implement and monitor relevant reporting to identify and track patterns to identify improvements for the business and our customers
Run regular meetings with direct reports to swap ideas, exchange best practice and plan for future initiatives and improvements
Ensure that regular training of all teams is undertaken to maintain or enhance existing skill sets.
JOB QUALIFICATIONS:
A highly motivated self-starter with a passion for Operations who enjoys the thrill of working in a challenging and multi-faceted environment
Experience within customer facing operations, ideally gained within a vertical software solutions market
Experience of running operational governance that supports the running of organisations or business units
Someone who is commercially minded, able to make decisions based against a balanced scorecard, ultimately driving value for the organisation and for our customers
Evidence of the ability to take decisions and execute action plans in a controlled and organised way.
Your personal characteristics will include:
You like to get things done and can switch between highly strategic and operational work
Ability to develop innovated ideas and solutions and confidence to Challenge the Norm
Someone who can set a compelling vision and bring people with them
Someone who is extremely comfortable with ambiguity due to our fast-paced shifting landscape
Someone who has successfully run operational teams within a software or digital environment
Someone with an inquisitive and curious mindset who is able to quickly assimilate information to make informed decisions
Someone with a proven track record of implementing continuous improvement across teams/organisations to drive better customer outcomes, improved efficiency and improved collaborations/ways of working
Self-motivated, resourceful with a can do attitude and keen to learn and share knowledge
You will be commercially aware and have a successful track record of operational deliver within a software business
Logical and analytical, with a methodical approach to problem-solving
You will have strong, demonstrable evidence of motivating and developing a team as well as the ability to forge strong relationships with all stakeholders
An inspirational people leader and communicator who creates respect, is focused on coaching and performance but can equally eloquently navigate tough conversations (internally and externally) whilst maintaining good relationships.
This is a remote role but will require someone with their own vehicle to travel to meetings where and when required.
