Operations Director

A passionate Operations Director is required to join one of the UK’s leading independent solutions providers and help us on our mission to make a difference to our customers through innovative technology solutions.

About the job

Borehamwood, Hertfordshire
Permanent, Full-time
Monday to Friday: 37.5 hours per week

Operations Director will be able to apply strategic planning covering both business systems and business process. As the business expands your focus is to understand the business fully and oversee operations including best practice and operational function as well as improvement.

With a solid ICT background, you must be able to motivate yourself and others and manage your time effectively. Working as part of a busy team you will oversee the day to day running of the technical and service teams and will be able to implement new procedures to streamline processes and policies.

Duties & Responsibilities

Oversee the technical and service teams and involve yourself in these areas as required to do so
Manage and monitor performance and relationships to ensure the effective and efficient delivery of customer excellence
Identify opportunities across the business, investigating options and designing solutions; preparing and presenting proposals; and delivering solutions which meet objectives
Contribute to the development of the company’s corporate strategy to ensure that company achieves its short and long-term objectives
Day to day management and supervisory role for departmental team leaders
Working with departmental team leaders ensuring that strategic objectives of the Company are met for each of their teams
Lead, motivate and direct key reports
High level handling of escalations of customer issues
Increase departmental efficiency through KPIs
Reduce and maintain a low customer churn percentage
Create a long-term business plan to ensure customer service levels and customer experience is the best in the industry.
Manage and report on team performance, against individual KPIs and targets
Project management tasks and project reporting to Board
Improve operational systems, processes and policies
Play a significant role in implementing new initiatives geared towards operational excellence
Overseeing the delivery of UC support and customer service department, being an escalation point for the teams
Making sure the company complies with the SLA agreements
Overseeing the department workload coordinating effectively with management
Managing PDP’s and assigning training programmes when required making sure the department is constantly upskilled
Conducting one 2 ones with team members
Implementing changes and keeping on top of the company’s CRM system
General organisation and sales office support.

Skills and Experience required as our Operations Director

Minimum of 3 years’ experience in senior management role
ICT background with significant experience in working in an ICT/technical environment
Experience of developing, implementing, and managing ICT strategy’s
Experience in resolving customer escalations
Demonstrable experience leading and motivating a team
Track record of KPI delivery
Passionate about driving success and implementing best practice
Solution focused
Strong organisational and analytical skills with the ability to demonstrate towards performance
Experience working closely with CRM systems

Benefits

We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.
Read more about our employee commitment on our careers page, and find some of our benefits here:

22 days annual leave entitlement (Increase on years’ service up to 29)
Additional day off for your Birthday
Private Health Insurance with discounted perks;
Bupa Dental Plan
Eye care contribution
Pension scheme
Staff Incentives and recognition
Buy/Sell back holiday scheme

Apply now for success