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Digital Operations Manager

Job Description

Job Description

We are currently recruiting for a Digital Operations Manager to work for a well respected client on a permanent basis, The role holder is responsible for delivering a best in class service to our Customers, our People and our various stakeholders/partners The role holder influences other operations managers and the senior leaders and is sought out as SME in own operational area and uses specific knowledge to build stakeholder buy-in to own agenda. The role holder fosters cross-functional team building and proactively helps others to enhance team productivity. To support the development of digital journeys with understanding data and environment setup along with supporting customer digital interactions and support.,

  • Deliver the department operation plan in line with the Digital Strategy and the business goals and take a proactive lead on a wide range of business projects as requested by the Head of Department

  • Manage the performance of the department to deliver a best in class service, meeting or exceeding all KPIs and within budget

  • Leads a highly motivated, capable and integrated team, managing people policies and processes, recruitment, succession, talent and development of team members.

  • Champions and drives performance management to ensure all colleagues have objectives and facilitate effective calibration.

  • Provide training and coaching to enable colleagues to perform at their best.

  • Collaborates and coordinates cross-functional resources to deliver operational goals and meet changing requirements

  • Consistently inspires, motivates and develops others beyond immediate Team

  • Identify opportunities to drive efficiencies within Operational processes and push to improve service delivery

  • To work across the company supporting knowledge generation for future digital journeys

  • Manage the digital specialists within agreed limits of open activities and tasks within the team

  • To support Digital interactions with customers through a variety of digital channels such as live-chat, social media and customer surveys

  • To support and develop processes and connections into MECOMS and other systems to allow customers to self-serve

  • To support and develop working practices in the wider organisation to better support customers digital queries

Candidate Description

  • Experience leading an operational team, including people management and coaching

  • Experience managing digital customer communication / interactions with a business

  • Experience working cross organisation to create detailed analysis to support digital journey development

  • Strong analytical capability

  • Excellent oral and written communication skills

  • Ability to analyse and use data effectively to drive organisational goals

  • Experience of managing change effectively

  • Ability to work to tight deadlines in a fast-paced environment

  • Ability to interpret business priorities, anticipates issues and obstacles and applies to scope of role

  • Experience in Agile development

  • Experience as a Business Analyst (Desirable)

  • Experience using PowerBi (Desirable)

    If this role is of interest, please forward your most up to date CV