Head of Shared Services - Swansea, United Kingdom - The Consumer Helpline

The Consumer Helpline

Verified Company

Swansea, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contract:
Full-Time Permanent

Location:
Office based

Working Hours: 40 hours Monday - Friday

Pay:
£55,000 - £65,000 + annual bonus (dependent on personal and business performance)

About The Role
This role is new to the business, and you will be joining at an exciting time. It is a critical role that will evolve as the business changes shape in the coming years.

Reporting to the MD, you will take full responsibility for ensuring the smooth running of the departments for this organisation.

This role will also give you the opportunity to work on both a strategic and operational level - including the autonomy to make process improvements to ensure that all efficiencies are maximised with staff and clients at the heart of every decision.

You will be responsible for several areas within the business.

Facilities
Front of House
HR
Payroll
Recruitment
Service Improvement/Business Intelligence
Sustainability
Wellbeing

Key Deliverables

Define and continually refine the process and procedures in line with industry best practices ensuring that customer and team member experience is at the forefront of decisions.

This will be achieved through the:

Creation & management of the working areas
Creation and implementation of the Strategy for the working areas in conjunction with the Ops team
Coaching and development of the teams within your business areas (mentioned above)
Management of stakeholders (Internal and External)
Ensuring objectives and goals are set with SMART methodology
Continuous process improvement through a Six Sigma/Lean approach
Identification and solving of workforcerelated business issues
Analysis of operational performance
Ensure the HR services team offer excellent service to all colleagues. Manage processes to ensure that there is timely and accurate processing of all HR admin and payroll activities and where necessary work with key stakeholders to identify efficiencies and implement these changes.
Consulting on proposed changes to operations, eg. new spaces, new product/concepts
Budgetary and P&L accountability
Managing the creation, maintenance and continued development of system configuration
Ensure businessappropriate reports are produced regularly
Process all changes in contractual agreements.
Oversee the maintenance of all employee records and employee relations queries.
Look at the endtoend staff journey and manage each stage to ensure it is worldclass
Experience in the BPO industry or similar with actual working experience of all departments
Experience and insight into how the operational areas need to run with continual service improvement at heart
Commercially astute and customer focused
Great communication/interpersonal skills, with the ability to influence decision making
Resilient, able to work effectively under pressure, manage a diverse and competing workload ensuring deadlines are met
Flexible and open to change
Project management experience including stakeholder management
Operating experience in Six Sigma/Lean
Experience in partnering/consulting with operations teams and clients
Development of workforce plans (headcount planning, scheduling)
Experienced in the use of a range of technology and toolsets within a Contact Centre Environment
Advanced analytical & modelling skills in appropriate BI software
Experience in successful Organisational and Target Operating Model changes

Education and Experience

Bachelor's degree in business operations or equivalent education and experience.
Three or more years of successful service area management preferably in a highdemand BPO environment

If this sounds like the next challenge for you then we would love to speak to you today.

Job Types:
Full-time, Permanent

Salary:
£55,000.00-£65,000.00 per year

Benefits: