At a Glance
- Tasks: Lead operational excellence and support for our thriving UK Contact Centre.
- Company: Join a dynamic team at Simply Business, committed to innovation and customer experience.
- Benefits: Enjoy hybrid work, generous leave, private medical insurance, and a competitive salary.
- Other info: Embrace a culture of equality and diversity while advancing your career.
- Why this job: Make a real impact by driving performance and enhancing customer experiences.
- Qualifications: Expertise in contact-centre support and proven leadership in high-performing teams.
The predicted salary is between 60000 - 75000 £ per year.
Job Description
Position: Head of Operational Excellence & Support (12‑month maternity cover)
Overview
Stepping into this crucial12‑month maternity cover, you will oversee the commercial performance, customer experience, and people leadership of our operational excellence and support proposition. Your primary focus will be steering the frameworks that keep our UK Contact Centre thriving across operational excellence, quality assurance, resource planning and onboarding & training. You will act as the linchpin that connects high‑level strategy to daily excellence, ensuring our teams are perfectly equipped and supported to deliver exceptional experiences for the small businesses we protect.
Responsibilities
- Lead, guide, and create meaningful development plans for leaders in the business area.
- Directly steer operational excellence, resource planning, quality assurance and onboarding frameworks to ensure optimal personnel levels and roadmaps for commercial success.
- Partner with leaders across Product, Commercial, Finance and People teams to collaborate on new and established initiatives.
- Drive the achievement of KPIs and OKRs to meet significant growth targets and improve operational effectiveness across New Business Sales, Renewals and Customer Service.
- Obsess over results, providing clear insights and commentary to the wider Operation and Simply Business leadership.
- Step into an established operation, quickly building trust to maintain stability and drive performance against targets from early on.
Qualifications
- Expert in contact‑centre support with deep operational knowledge in at least two of the following: resource planning, quality assurance, onboarding & training.
- Proven leader with a strong track record of motivating and developing high‑performing support teams in a contact‑centre environment.
- Highly analytical and strategically minded – capable of translating external market shifts, competitor insights and emerging trends into actionable internal strategies.
- Excellent communicator and presenter, able to interact with stakeholders at all levels to execute change management.
- Passionate about understanding customer behaviours and acting on those insights to drive revenue growth and service targets.
- Adaptable, pragmatic and able to effectively balance competing priorities both within and outside the UK Operation.
Benefits
- Flexibility to work hybrid.
- 25 days annual leave plus bank holidays, with the option to buy five additional days.
- Flexible parental leave – 6 months full pay for primary caregiver and 4 weeks full pay for secondary caregiver.
- Life‑event leave – extra days every two years.
- Paid sabbatical – two weeks after five years, four weeks after ten years.
- Private medical insurance via BUPA covering pre‑existing conditions and a health cash plan.
- Competitive salary with annual bonus potential.
- Access to a dedicated learning platform and mental‑health support/counselling.
- Matching pension contributions up to 5%.
- Tax‑free life assurance policy – four times basic salary (increasing to ten times through flexible benefits).
- Salary‑sacrifice car scheme after six months service.
- Flexible benefits scheme – allocated amount each year for critical illness, dental, travel insurance, gym membership etc.
Equality & Diversity
Simply Business is committed to providing equality and opportunities for all employees and candidates. We do not discriminate on the basis of race, colour, religion, belief, political opinion, disability, nationality, ethnic origin, sex, sexual orientation or relationship status at any stage of the hiring process or during the course of employment.
Head of Operational Excellence & Support in Northampton employer: Travelers Canada
Travelers is an exceptional employer, offering a dynamic work environment in the heart of London where innovation and collaboration thrive. With a strong focus on employee growth, we provide extensive benefits including private medical insurance, a generous holiday entitlement, and a wellness programme that supports your well-being. Join us to lead a talented team in shaping the future of cyber underwriting while enjoying a culture that values diversity and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operational Excellence & Support in Northampton
✨Leverage Your Network
Tap into your existing network in corporate circles—friends, former colleagues, or even acquaintances from industry events. A temporary role often isn't widely advertised, so having someone inside a company like Travelers Canada can give you the inside scoop or even a referral.
✨Stay Alert for Short-term Opportunities
Many corporate leadership roles are filled during peak business cycles or project launches. Keep your eyes peeled for announcements or staffing needs from companies like Travelers Canada; they might be looking for temporary support during busy times.
✨Showcase Your Flexibility
In temporary roles, adaptability is key. When you're chatting with potential employers, emphasise your ability to quickly adjust to new challenges and demands. Highlight specific instances where you've successfully managed change or stepped into new projects on short notice.
✨Join Corporate Management Forums
Get involved in online corporate management forums or local business groups. Networking in these spaces can help you discover temporary opportunities as well as gather insights about industry trends. Plus, being active in these communities can help you establish yourself as a knowledgeable candidate when applying to places like Travelers Canada.
We think you need these skills to ace Head of Operational Excellence & Support in Northampton
Some tips for your application 🫡
Highlight Your Leadership Experience:For a role in corporate leadership management, it’s crucial to emphasise your past leadership experiences. Mention specific projects where you led teams or initiatives, detailing the outcomes and skills you developed. This shows that you understand what it takes to guide a team and deliver results.
Show Your Adaptability for Temporary Roles:Since this is a temporary position, employers will be looking for someone who can hit the ground running. In your cover letter, explain why you're interested in a temporary role at Travelers Canada and how your previous experience equips you to adapt quickly to new challenges.
Include Relevant Certifications:If you have any certifications in project management, team leadership, or similar areas, definitely include them in your CV. These credentials can set you apart from other applicants, showing you’re not just qualified but also committed to your professional growth.
Tailor Your CV to the Company Culture:Take some time to research Travelers Canada's values and leadership style. Adjust your CV language and examples to reflect their culture, demonstrating that you're not only a good fit for the job itself but for the organisation as a whole. This adds a personal touch that can really make your application stand out.
How to prepare for a job interview at Travelers Canada
✨Show Off Your Leadership Stories
For a temporary role in corporate leadership management, we want to hear your stories! Think of specific examples where you’ve led teams or projects successfully, particularly under tight deadlines or challenging situations. This isn't just about what you did, but how your actions positively impacted the team or the business.
✨Be Ready for Situational Questions
Expect situational interview questions where you'll need to demonstrate your problem-solving and decision-making skills. Think of common scenarios in corporate settings, like managing a conflict or implementing a new strategy, and practice articulating your thought process and outcomes. This will help show off your ability to navigate corporate complexities.
✨Talk Strategy, Not Just Tasks
In a temporary leadership role, understanding the bigger picture is crucial. Brush up on strategic management principles and be prepared to discuss how you can quickly adapt and contribute to the company's objectives. Consider how you would initiate change or drive efficiency within a limited time frame—this will show that you're ready to hit the ground running!
✨Demonstrate Flexibility and Adaptability
Given the temporary nature of this position, we need to see how adaptable you are! Think of examples where you've had to adjust your leadership style or approach based on team dynamics or company culture. We want to know how you can blend in quickly while still making an impact during a short-term engagement.
