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Head of Operations - Kingston upon Hull, United Kingdom - Connexin

Connexin

Verified Company

Kingston upon Hull, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Us
We're on a mission to
"Simplify technology to connect the real world with the digital world to improve the way we live".

To get there, we govern ourselves with a set of simple, yet powerful guiding principles.
We believe we make a difference to people's lives._
We care about each other & our customers._
We challenge the Industry._
We delivery on our promises and have fun doing it._

Key Responsibilities

Direct accountability for the performance, people and welfare of the Network and Service Delivery teams (consisting of; Customer Care, Technical Support, Network Operations, Engineering and Installations)
Work closely with the SLT team to implement business strategies and plans
Work closely with the People team to establish policies and procedures that promote company culture and vision
Work collaboratively with heads of departments to improve, develop and implement systems, processes, controls and procedures that improve the overall operational efficiency of the company and ensure excellent customer experience
Develop and implement all necessary policies and procedures to ensure that all internal operations achieve their business objectives
Provide timely, accurate and complete reports on the operating condition of the company.
Motivate and leads a highperformance management team
Work closely with the People team in hiring of new talents
Ensure a culture of honesty, flexibility and success through a positive, engaged and motivated team
Direct IoT, B2B and B2C customer support processes, ensuring optimal service delivery and customer satisfaction
Direct B2B and IoT client relationships, chairing periodic service delivery reviews to ensure good levels of engagement, problem solving and continuous improvement
Direct provisioning activity required as part of the customer order process, ensuring work is completed to a high standard and in a timely manner
Direct delivery activity, to ensure that customer solutions and services are implemented to an extremely high standard
Act as Project Manager when needed, to coordinate the work on internal and thirdparty / clientfacing projects
Support any merger & acquisition activity as required
Act as a role model for leadership and proactively drive company values and culture
Lead and inspire others to be the best versions of themselves and contribute well to the team
Implement change in response to regulatory and business needs
Identification of potential risks to operations, and ownership of mitigating actions
Cover for and support the Team Leaders / Senior Managers, as required

Essential qualifications, skills, competencies and experience

Extensive knowledge in Operational Readiness and Service Delivery
Experience in building and supporting highperforming 247 Ops support functions
Experienced with a range of Ops support toolsets and able to review, identify and implement the most suitable
Expert in crisis / problem management, and implementing solutionoriented outcomes
Ability to continually learn new concepts & skills; using the best solutions to solve problems for the business
A skilled communicator able to interact with people at any level within internal or external organisations and the ability to quickly built rapport
Excellent problemsolving skills
A good judge of character able to lead on recruitment and retention for the team
Must excel at strategic thinking, be open to new perspectives and better ways to do things; and be creative, a visionary, and manage innovation well
Proven ability to define and drive complex project that involve multiple departments and stakeholders through to completion
Be flexible to support the business
Confident and resilient
Selfmotivated and driven
An open, enthusiastic and positive approach

Benefits