Head of Operations - Contact Centre

ul li strong Head of Operations - Contact Centre /strong /li li strong Financial Services Industry /strong /li li strong 9–12 Month FTC /strong /li li strong Manchester | Hybrid | Occasional Travel to Carlisle /strong /li li strong You must be eligible to work in the UK without the need for Sponsorship /strong /li /ul p br /p p Role Purpose /p p We are seeking an experienced strong Head of Operations / Contact Centre leader /strong to take responsibility for the day-to-day leadership, performance and effectiveness of a key customer operations function within a leading financial services organisation. /p p br /p p This role will provide senior leadership across operational and strong contact centre teams /strong , ensuring the delivery of excellent customer outcomes, high-quality service, strong regulatory compliance and a positive colleague experience. /p p br /p p Leading a team of Team Leaders and operational specialists, you will be responsible for creating a high-performing culture focused on strong customer experience, service quality, operational performance, technical excellence, efficiency and continuous improvement /strong . /p p br /p p You will ensure operational and contact centre activities are delivered consistently, risks are effectively managed and customers receive the high standards of service expected within a regulated financial services environment. /p p br /p p Key Responsibilities /p p strong Operational Contact Centre Leadership /strong /p ul li Lead the day-to-day operation of customer operations and contact centre functions, ensuring effective delivery of service, quality and business objectives. /li li Provide leadership, coaching and direction to Team Leaders and operational teams. /li li Drive contact centre performance across key measures including strong customer service, productivity, quality, service levels, efficiency and customer outcomes /strong . /li li Create a culture of accountability, continuous improvement and customer focus. /li li Act as the senior operational escalation point for the function. /li li Ensure appropriate workforce planning, resource allocation and operational capacity to meet customer demand. /li /ul p br /p p strong Customer Outcomes Service Excellence /strong /p ul li Own customer outcomes across the operation, ensuring customers receive fair treatment and consistently high-quality service. /li li Drive improvements in customer experience, contact centre performance and service delivery. /li li Monitor customer feedback, complaints, quality trends and service performance, taking proactive action to address emerging issues and risks. /li li Ensure customer interests remain central to operational decision-making. /li /ul p br /p p About You /p p You will be an experienced strong senior operational and contact centre leader /strong with a proven track record of leading large-scale customer-facing teams, ideally within a regulated financial services environment. /p p You will have strong experience managing through Team Leaders and will be comfortable operating in a strong high-volume contact centre environment /strong , using data and performance MI to drive service excellence, productivity and customer outcomes. /p p You will combine strong people leadership and stakeholder management skills with a genuine focus on strong customer experience, operational excellence, performance improvement and developing high-performing teams /strong . /p p br /p p Essential Experience /p ul li Proven experience leading strong large contact centre and/or customer operations teams /strong , through Team Leaders or equivalent management structures. /li li Strong experience within a strong customer-facing, high-volume contact centre environment /strong . /li li Proven ability to drive contact centre KPIs, including service levels, productivity, quality, customer satisfaction and operational efficiency. /li li Strong track record of delivering positive customer outcomes and service improvements. /li li Excellent people leadership, coaching and development skills. /li li Experience working within a strong regulated environment /strong . /li li Proven ability to use data, MI and performance metrics to identify trends and drive operational improvement. /li li Experience managing customer complaints, escalations and service quality. /li li Strong stakeholder management and influencing skills. /li li Excellent communication, decision-making and leadership capabilities. /li li Experience leading teams through operational change or transformation. /li /ul p br /p p Desirable Experience /p ul li Experience within strong pensions, SIPP, SSAS or wider financial services /strong . /li li Understanding of strong FCA regulatory requirements and Consumer Duty principles /strong . /li li Experience delivering operational transformation and change programmes. /li li Experience managing strong multi-site contact centre or customer operations teams /strong . /li li Experience with workforce planning, capacity management and contact centre MI. /li /ul p br /p