About This Role

• Ensure that contractual (e.g. SLA) and non contractual (e.g. NPS) measures of the effectiveness, timeliness and quality of the customer experience/outcomes are consistently delivered through the effective management of resource and processes within the journey and through the ongoing monitoring and improvement of the journey(s) performance
• Ensure that the journeys operate on a robust, well controlled basis with effective management of controls and risk, minimising cost of failure, breaches and other negative consequences driven by control, people and performance failures. Work with Risk, Compliance and Internal Audit teams to ensure that journeys continue to be managed in accordance with regulation, client standards and any other frameworks as appropriate. Ensure the controls environment is evolved in line with the deployment of technology and other changes to the journey.
• Through analysis of MI, data, complaints trends, TNPS scores/comments, feedback and other sources of insight, identify continuous improvement activity and take action to deliver this activity either directly or in collaboration with other business teams (i.e. DOM team, Change team).
• Engage in, review and monitor change to the journey to ensure that when impacting business change initiatives are scoped, shaped and delivered, they are done so in a manner that support the effective management of the customer journey(s)
• Manage a team of direct and matrix reports (including offshore) and create a high performing, engaging environment where individuals connect with, are inspired by and take action to continually improve customer and business outcomes delivered by the journeys. This will include line management accountability across the end to end journey (either direct or matrix) across back office, contact centre and offshore teams and include application of people management activity (e.g. T&D, T&C, absence, Performance Management)
• Operate as part of a management team and play an active role in this, supporting the delivery of the management teams objectives and role modelling strong management and leadership behaviours
• Deliver / influence digital adoption measures relevant to the journey to ensure that the use of digital channels is optimised, in support of client and internal service and cost drivers

• Ideally A level standard or equivalent experience
• Supervisor in Diligenta Training and Competency scheme
• Proven management skills – able to motivate and inspire team
• Proven analytical skills – able to translate analysis into action
• Proven commercial skills – able to identify and deliver cost reduction/revenue increase opportunities
• Stakeholder management – able to work effectively with key business and client stakeholders
• Proven presentation skills- both verbal and written
• Effective controls and risk management
• Significant experience of Operations – preferably gained in team leader/manager roles in contact centre / back office environments
• Experience of UK L&P market place
• Experience of driving improvements involving process, people and technology
• Experience of managing delivery of offshore team
• A level standard in Maths, English, Business or Management subject, or relevant equivalent
• FA1/2 // CF1/2

The hiring manager to contact is: David Mead Email: \r\ndavid.mead@diligenta.co.uk

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