Operations Manager
• You will join the SRA’s Contact Centre at the start of a new transformation journey
• An opportunity to shape and develop a high performing operational team
• Be a part of the senior management team within the Contact Centre helping to develop unit strategy and vision
• Be an ambassador for change initiatives and become a role model to the team.
The role
As an Operations Manager in our Contact Centre, you will be responsible for leading and managing the real time operational team, utilising the resources available to deliver quality results, against challenging targets and KPIs within budget. You will be an exemplary role model and advocate of the SRA’s vision and values, motivating and mentoring to develop a high performance team.
You will have the drive and passion to deliver first class Customer Services to a diverse range of contacts and to bring this drive to the forefront of the unit.
Managing 4 Team Leaders and indirectly up to 50 Contact Centre staff, you will set objectives, track performance, support development and talent management. You will always strive to ensure that staff potential is maximised through effective leadership.
You will manage or input into a range of projects/initiatives, which will include delivering operational changes following implementation of new regulatory policy and working together with the Unit’s management team to champion initiatives.
This is a fantastic opportunity to join the team at the start of something exciting!
What we are looking for
• Personal drive and commitment to work as a team
• Someone to shape change and deliver transformation bringing energy, enthusiasm and positivity
• A strong communicator, able to work in a pressured environment and create a real team ethos
• A track record providing leadership direction, managing performance, coaching and developing a team to deliver high standards of service
• Successful development and implementation of project plans
• Experience of working in a fast, real time and high transaction customer services environment
• A passion for providing exceptional development and support to your department.
In applying for this role, it is essential that you clearly demonstrate in your covering letter, CV, or both how you meet the knowledge, skills and experience.
Interviews are scheduled to take place between 7 - 9 November 2016.
Essential
Strong leadership experience with a proven ability to plan, manage performance and successfully coach and develop a team
Ability to influence and constructively challenge internal and external stakeholders at all levels of seniority
Track record of leading and owning the development and successful implementation of project plans to deliver results
Resilient and able to work in a constantly changing environment
Pro-active and makes decisions, even if difficult or unpopular
Educated to Degree level standard, or equivalent
Excellent IT skills, including Microsoft applications, large databases, web and email management systems
Experience of working in a fast, real time, high transaction customer services environment, and line management of larger teams (10+)
Track record of achieving results and enhancing performance, both individually and in management of teams
Track record of managing a team through significant change, promoting flexibility and resilience, and demonstrating role model behaviour
Desirable
Relevant academic qualification with related work experience or equivalent work experience
Understanding of how own area supports SRA’s objectives
Knowledge of Contact Centre telephony, contact management and workforce management software
Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.
The Solicitors Regulation Authority is an Equal Opportunities Employer.
Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.
Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.
We are a Stonewall Top 100 Employer, a member of ENEI, a disability confident employer and we are happy to talk flexible working.
This opportunity is closed to applicants.