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