Head Of Operations at Capita

Job Description:

• Heads Operations for medium sized or multiple customer service operations, setting goals and improving operational efficiency from a macro level. Role holder will ensure that operation is being managed within budget and will often have a significant client facing role.

Key Responsibilities:

• Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution.
• Drive hours delivery ensuring attainment of required PCA
• Ensure the achievement of the financial targets by delivered billable hours.
• Ability to take data/inputs and develop learnings about what the data holds.
• Analyse data for insight generation to determine the most valuable opportunities to improve performance and redesigning digital experiences to deliver this
• Visualize system requirements and articulate the same in the form of a functionality requirement document for IT
• Identify innovation opportunities relating to offers and services and drive all CI initiatives to enable improved efficiencies and value add to clients and customers.
• Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of Capita, its customers, and its employees
• Implement the capacity plan & manage resourcing accordingly
• Review and establish locked hours, FTE requirements, team structures, span of control and resource / shift plans
• Initiate and Facilitate Process improvement initiatives/Projects
• Review, manage exceptions, ensure timely execution of transformation / transition / migration activities
• Own rewards and recognition schemes for the assigned processes / teams;
• Manage client relationships and escalations
• Conduct performance reviews and provide feedback to the Operations Managers
• Model and drive key leadership qualities and achieve results through effective people management practices (including managing performance and behaviour)
• Own and ensure the execution of the Reward and Recognition budget
• Drive employee engagement to meet required level of employee satisfaction
• Managing attrition through regular review of early warning signs
• Review & feedback on client escalations
• Relationship Management including the external stakeholders.

Professional know-how:

Minimum Qualification: Matric (Completed)

Minimum Requirements:

• 2 years + Head of Operations Experience
• Utilities - Customer/Debtor Collection Experience Essential

As well as:

• Proven track record of leading a successful team (please highlight your success in your updated CV, indicative of direct and indirect reports, team successes and challenges)

Skills and Abilities (what must I be able to do / display):

• Service delivery by assigned teams within the agreed SLA frameworks
• Resource planning in order to meets service levels around PCA and customer experience.
• Hours delivery to protect the revenue generation
• Relationship Management including external stakeholders and client management.
• People management including Attrition, performance, leave and absenteeism, Employee Satisfaction levels and overall engagement
• Compliance of the teams with internal and external, regulatory and framework requirements
• Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C) Scheme.
• Process improvements, new business projects and other initiatives for system enhancements