Purpose of the role:

　　The Operations Manager will have day to day responsibility for the performance of line of business onsite. They will be expected to ensure delivery of performance targets, management and development of the Team Leaders and initiate and lead process improvement projects.

　　 Key Responsibilities Manage day to day performance of the campaign to deliver a best in class service, meeting or exceeding all client led KPI's Full accountability for performance and value add (upselling) of the team Compliance on all client policies ensuring a robust process is in place for validation Master the datasets and tools, understand the numbers behind the operations and translate them into actionable insights Applying best practice, develop continuous improvement plans and make recommendations based upon customer insight Manage the delivery of a best in class service ensuring high levels of retention in the department Build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals Engage and develop team of direct reports, fostering an open collaborative environment where best practices are shared Use effective coaching techniques to develop and grow team members Ensure quality and high standards are consistently achieved through effective performance management Responsible for the recruitment, training, induction and coaching strategy across the team Build relationships internally while managing the expectations across all stake holders Responsibility for the resolution of all escalated enquiries Other duties as assigned Requirements

　　Core Job Dimensions Accountability - Core Teamwork and Collaboration - Core Emotional Maturity - Core Drive to succeed - Core The successful candidate will have the following personal attributes The capacity to assess data and formulate clear insights to drive business improvement plans The ability to communicate effectively, influencing and supporting others A flexible and collaborative working style Initiative and personal responsibility The ability to work under pressure, prioritise workload, delegate as appropriate and effectively manage stress.