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For Companies At a Glance
- Tasks: Lead a team to achieve KPIs and SLAs while driving continuous improvement.
- Company: Join a dynamic company focused on customer service and operational excellence.
- Benefits: Enjoy opportunities for growth, coaching, and developing your leadership skills.
- Why this job: Make a real impact by optimizing processes and enhancing customer outcomes.
- Qualifications: Strong people management skills and experience in supply chain management required.
- Other info: Salary is dependent on experience; ideal for those passionate about financial services.
The predicted salary is between 36000 - 60000 £ per year.
ACCM
- Short Description of the Job
Deliver successful and appropriate customer and business outcomes by leading the function to achieve KPIs and SLAs, optimising capacity, managing risk and ensuring compliance to all policies and procedures, developing and delivering continuous improvement and driving the strategic direction of the function.Key Responsibilities
Deliver the best use of resources, reducing costs and increasing productivity while reducing operational losses and operational errors
Contribute to the definition of performance indicators, measurement, and reporting of critical MI to enable the right decision making
Maintain effective relationships with internal and external stakeholders, and engage and influence stakeholders for changes leading to efficiency gains, keeping them informed of any changes within the process
Create a culture of continuous improvement, increasing efficiency and productivity through great people leadership, coaching, engagement, and development of skills
- Job Description
Join us as a Customer Service & Operations Function Leader
- If you have good team leadership skills, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders
- You’ll lead a function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
- You\’ll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people
- You will drive excellent quality ensuring good customer outcomes.
What you\’ll do
As a Customer Service & Operations Function Leader, you’ll be leading your team to success with strong people and resource management. You’ll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We’ll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes.
You will also be:
- Managing risk, developing, and delivering continuous improvement and driving the strategic direction of the function
- Helping to define performance indicators, measurements, and the reporting of critical MI to enable the right decision making
- Maintaining an effective training and accreditation plan
- Reviewing KPIs and taking actions to make sure that the unit maintains healthy matrices
- Achieving financial targets and efficiency gains through process improvement initiatives
The skills you\’ll need
We’re looking for someone with good people management skills, with the ability to successful engage and motivate teams to success. Alongside this, you’ll have an understanding of people processes and policies.
You’ll also have previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking.
You’ll also need:
- Experience of working in a financial services environment, with knowledge of the industry and its customers
- An understanding of our products, processes and relevant banking systems
- A background of working with risk and compliance
Salary dependent on experience
ACCM employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ACCM
✨Tip Number 1
Familiarize yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer service and operations. Understanding these metrics will help you demonstrate your ability to lead a team towards achieving them.
✨Tip Number 2
Showcase your experience in managing relationships with both internal and external stakeholders. Be prepared to discuss specific examples of how you've influenced stakeholders for efficiency gains in previous roles.
✨Tip Number 3
Highlight your leadership style and how you foster a culture of continuous improvement within your teams. Share instances where your coaching and development efforts led to increased productivity and reduced operational errors.
✨Tip Number 4
Demonstrate your understanding of risk management and compliance in the financial services sector. Be ready to discuss how you've successfully navigated these areas in past positions, ensuring adherence to policies and procedures.
We think you need these skills to ace ACCM
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Customer Service & Operations Function Leader position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Leadership Skills: Emphasize your team leadership skills in your CV and cover letter. Provide specific examples of how you've successfully engaged and motivated teams in previous roles, particularly in a financial services environment.
Showcase Continuous Improvement Initiatives: Include examples of how you've driven continuous improvement in past positions. Discuss any process improvements you've implemented that led to increased efficiency or productivity, as this is a key aspect of the role.
Engage with Stakeholders: Demonstrate your ability to maintain effective relationships with both internal and external stakeholders. Mention any relevant experiences where you influenced stakeholders for efficiency gains or kept them informed about changes in processes.
How to prepare for a job interview at Teleperformance
✨Showcase Your Leadership Skills
Since the role requires strong people management skills, be prepared to share specific examples of how you've successfully led teams in the past. Highlight your ability to engage and motivate team members to achieve their goals.
✨Demonstrate Your Understanding of KPIs and SLAs
Familiarize yourself with key performance indicators and service level agreements relevant to the role. Be ready to discuss how you have previously defined, measured, and reported on these metrics to drive business outcomes.
✨Emphasize Continuous Improvement
Discuss your experience with process improvement initiatives. Share examples of how you've implemented changes that led to increased efficiency and productivity, and how you foster a culture of continuous improvement within your teams.
✨Build Relationships with Stakeholders
The job involves maintaining effective relationships with both internal and external stakeholders. Prepare to talk about your strategies for engaging and influencing stakeholders, and how you've kept them informed during process changes.
