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Operational Support Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

We are seeking an Operational Support Manager to be responsible for overseeing the day-to-day management of operational support activities within the Customer Management Team.

You will liaise with internal & external suppliers along with performance management of the application and reporting functions, ensuring exceptional levels of service whilst delivering cost effective solutions, looking to improve efficiencies throughout the applications and reporting functions within the Customer Management Team.

You will also manage the effective implementation of E2E relating to business transition and the centralization process of the administrative support and reporting functions within CM.


Role Responsibility

  • Provide support to the Head of Service Quality by managing and leading the Business Transition and Centralized reporting and administrative support team
  • Manage the centralization of CM customer reporting, bulk processing and administrative support functions into a fully functioning and effective structure
  • Actively contributing towards, and leading aspects of,  the service transformation process
  • Manage all aspects of the team’s performance including leadership, development and performance improvement along with productivity, in order to ensure the highest levels of service delivery
  • Effectively manage the implementation of E2E including all resulting process changes necessary
  • Support team members with customer calls and meetings when required
  • Represent Account Management at internal and external meetings and during projects
  • Pro-actively identify process improvements and liaise with internal stakeholders as required to deliver innovative solutions

General Duties

  • Manage the day-to-day application and reporting functions within the Customer Management Team
  • Monitor KPI’s and ensure they are met
  • Motivate the team to achieve targets and objectives along with high levels of productivity
  • Supporting the Customer Management Team with all reporting activities
  • Overall accountability for managing all issues associated with managing a team; sickness, absence, holidays, performance reviews, performance, conduct
  • Ensure all new starters have a 90 day plan in place and take responsibility for ensuring they are at the required level to successfully pass the probation
  • Carry out training needs analysis and ensure everyone in the team has a Development Plan providing continuous improvement
  • Hold feedback sessions through regular 1:1’s providing development support
  • Run regular team meetings to ensure communication is kept to the highest standard
  • Responsible for identifying and driving continuous improvement through coaching
  • Driving performance using recognition to celebrate exceptional contribution from team members
  • Provide and govern clear objectives to the team, ensuring all goals are achieved through teamwork and a shared vision
  • Responsible for driving employee engagement
  • Drive and lead activity and performance within team on a daily basis ensuring best practice
  • Work collaboratively with the department to ensure consistency and best practise
  • Manage stakeholders’ expectations to meet deadlines
  • Adhere 100% compliance at all times, including but not limited to HR and Health and Safety policies and processes
  • Contribute new ideas and continuous improvement to the department
  • Other duties and tasks from time to time as directed by the Head of Service Quality
  • Support, collaborate and action system and process transformation building a flexible and productive team

The Ideal Candidate

  • A flexible can do attitude, with strong planning and organisational skills
  • Experience of people management
  • Customer/account management background
  • Strong communication skills
  • Demonstrable commerciality
  • Results driven, target focused
  • Ability to influence and motivate an office based team
  • Experience within the Application process for both Allstar & TFCC
  • Experience with managing multiple external suppliers


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