Operational Excellence Manager

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We\’re working with one of the UK\’s leading online marketplaces on an ambitious journey to grow and strengthen its position in the market.

They\’re looking for an Operational Excellence Manager who will play a pivotal role in improving the efficiency and effectiveness of their Trust and Safety operations. This will involve optimising workflows, automating repetitive tasks and managing relationships with outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.

If you have a background in operational excellence at a fast-paced, high-growth tech company, this could be the role for you!

What you\’ll be doing:-

• Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents.
• Collaborate with Product and Engineering teams to automate manual workflows where possible.
• Lead and coordinate cross-functional projects, ensuring timely and successful delivery.
• Work with key stakeholders to define project objectives, deliverables, and success criteria.
• Oversee the performance and quality of BPO (Business Process Outsourcing) partners.
• Monitor and report on partner performance against SLAs and KPIs, driving continuous improvement.
• Manage relationships with third-party service providers, such as digital verification and open-source checks.
• Develop and implement quality assurance frameworks to monitor and improve operational processes.
• Provide insights and recommendations based on data analysis to improve overall efficiency and effectiveness.

What you\’ll need:-

• Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
• Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
• Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
• Comfortable working across teams to implement automation and optimise workflows effectively.

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