Director of Customer Operations, English-Speaking Territories – Kingston, Jamaica
Summary and objective:
- To lead and manage the Customer Operations team in delivering market leading customer service and operational performance to customers of multiple markets.
- To develop and drive a high-performance culture that enables substantial increase in customer advocacy, employee engagement and revenue, whilst driving efficiencies and reducing operating costs.
Main duties and responsibilities:
- To create, run and enhance an operating model that delivers effective service and positive individual country customer experiences, whilst maximizing opportunities of scale.
- Translates the strategic goals into operational plans to meet and / or exceed key business metrics and operational targets.
- Effectively manage budget and targets to ensure that resource levels are achieved to support the strategic and commercial objectives of the business.
- To create an operational leadership team capable of achieving market leading performance, ‘best in class’ service and outstanding levels of employee satisfaction.
- To implement processes and procedures that deliver effective Change Management for multiple markets, i.e. new initiatives, product launches, commercial changes, technical updates, such that the contact center effectively receives and manages change with a seamless customer experience. Ensuring that operational teams comply with all policies and procedures.
- Build a robust communications framework within the operation to ensure clear and consistent delivery of information, as well as an environment for effective absorption.
- To work to defined KPIs and SLAs and provide effective reporting, trend analysis and feedback to countries on their operation, their markets and customer behaviors.
- To create a high performing team by ensuring the correct behaviors are adopted across the operation, recognising and rewarding high performers, whilst providing coaching, development and performance management to others.
- To ensure all Managers and Team Leaders see people management and engagement as a key priority and can effectively translate this into a culture of high performance.
- Drive a balance of commercial and service awareness such that individuals understand their roles, responsibilities and contribution to the business.
- To drive brand values within the operation and ensure words and actions align to guiding principles.
- Implement a continuous improvement process, by country, that identifies contact drivers, opportunities for revenue generation and / or cost reduction and new ideas for market consideration.
- To liaise and work with other Heads of Customer Operations within the MNO to maximize cross site collaboration and working and share best practice, opportunities and learning’s.
- Works closely with the MNO’s group, providing support to ensure effective execution of the MNO’s strategies and initiatives.
- To ensure a form of ‘account management’ exists back to each individual country, almost acting as an outsourcer, to ensure the ‘client’ is engaged, informed and satisfied with service.
- To represent the Customer Operations team on all Group-led initiatives and changes, such that successful, achievable and manageable outcomes can be attained.
- Ensure all countries are fully engaged in all Group driven initiatives which are relevant to their market(s), including product, pricing, process or technology and in reverse, to provide a mechanism for best practice sharing (the latter to be in close liaison with Customer Experience).
Qualifications and experience:
- Master’s Degree in Business Administration or any other related field; Bachelor’s Degree plus equivalent in working experience is also acceptable
- 2 years+ proven experience at Director Level in a similar multiple markets role and have a minimum of 5 years hands-on operational management roles within a contact center / operations environment and be familiar with different customer service contact, back office activities and support channels.
- Experience and evidence of effectively managing SLAs, KPIs and related commercial targets, whilst ensuring employees are engaged, motivated and enabled to carry out their respective roles.
- A good understanding of the Caribbean market, local cultures and competitive landscape would be an advantage.
Functional skills:
- Strong capabilities to plan and execute activities within business, operational and financial controls and achieve strategic and business objectives.
- Commercially minded, numerate, literate and possess strong design and analytical skills, enabling quick and accurate understanding of business drivers and the requirements to enable effective delivery.
- Strong leadership and engagement skills are essential to the role, ensuring effective liaisons, clarity of understanding, robust communications and an environment of constructive and open observation and feedback.
- A strong affinity and behavior pattern, reflective of the MNO’s brand, identity and customer experience objectives are essential.
- Strong attention to detail and accuracy, as well as a creative, innovative style.
- Fundamentally customer and service oriented, have a strong understanding of costs and the relevance of the cost to serve in overall commercial terms within the business.
- Be able to drive and manage people working across the business, in an open, pro-active and productive style.
- Ability to work in a dynamic environment and within a team, whilst still being highly self-motivated and self-sufficient.
- Strong interpersonal and communication skills are key to the role, with the ability to adapt style and approach to deal with differing and demanding situations.
- The MNO seeks an individual with a passion to drive ‘best in class’ delivery and results, within effective commercial boundaries, identify great opportunities, drive and enhance development and uphold the MNO’s brand and culture.