Operations Director

Job Title: Interim Operations Director

Duration: 3-Month Contract

Overview: We are seeking an experienced and dynamic Temporary Operations Director to lead our operations during a critical phase of transition. The successful candidate will play a key role in optimising our recently migrated customer service operations, ensuring they meet and exceed the high standards we expect. This position involves overseeing both outsourced suppliers and internal customer complaints and processing teams.

Responsibilities:

1. Strategic Oversight:
   • Assess the current state of outsourced customer service operations and internal teams.
   • Develop and implement a strategic plan to enhance overall efficiency, quality, and customer satisfaction.
2. Vendor Management:
   • Leverage previous experience in working with outsourced suppliers to drive performance improvements.
   • Establish clear expectations, KPIs, and service level agreements with suppliers.
3. Internal Team Leadership:
   • Lead and motivate internal customer complaints and processing teams.
   • Identify areas for improvement within internal processes and implement necessary changes.
4. Performance Monitoring:
   • Implement robust performance metrics to monitor the effectiveness of both outsourced and internal teams.
   • Regularly analyze data to identify trends and areas for improvement.
5. Issue Resolution:
   • Act as a strong advocate for the company, addressing and resolving customer service issues promptly and effectively.
   • Provide guidance and support to internal teams in handling customer complaints.

Qualifications:

• Proven experience at Operations Director level, with a track record of success in operations management.
• Extensive background in working with outsourced suppliers and managing internal customer complaints and processing teams.
• Strong leadership and interpersonal skills, with the ability to motivate and drive results.
• Demonstrated ability to implement process improvements and drive operational excellence.
• Excellent communication skills, both verbal and written.
• Strategic thinker with the ability to problem-solve and make data-driven decisions.

Contract Details:

• Duration: 3 months

If you are a seasoned Operations Director with a proven track record in managing outsourced suppliers and internal teams, and you thrive in challenging environments, we invite you to apply for this exciting temporary opportunity.