Operations Manager - Performance & Development
• You will join the SRA’s Contact Centre at the start of a transformational 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
You will be one of two Operations Managers within the contact centre with specific responsibility for Performance & Development across the unit. You will focus on the training and development, and the ongoing management of quality assurance and continuous improvement.
You will be accountable for producing and analysing real time statistical information, using this to make operational improvements, and enhance our customer experience.
You will manage the quality assurance process, providing useful analysis and highlighting areas of concern, whilst working collaboratively across the management team to implement remedial action.
You will act as a role model, line managing up to 7 staff members, as well as being responsible for ensuring that the operational team are equipped with the technical knowledge and skills needed to become a high performing operational team.
This is a fantastic opportunity to join the team at the start of something exciting!
What we are looking for
• Experience of quality assurance best practice and methodologies
• Ability to design and deliver training programmes
• Creative flair
• Knowledge of Contact Centre telephony systems
• Passion for continuous improvement
• 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.
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 on 7-9 November 2016.
Essential
Educated to Degree level standard, or equivalent
Strong leadership experience with a proven ability to plan, manage performance and to successfully coach and develop a team
Strong influencing and communication skills and track record of forging strong working relationships with stakeholders
Track record of leading and owning the development and successful implementation of project plans to deliver results
Experience of quality assurance best practice and methodologies
Experience & knowledge of audit processes
Demonstrates energy, commitment, resilience and reliability under pressure
Pro-active and makes decisions, even if difficult or unpopular
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 successfully achieving targets both individually and in management of teams, and strong decision making skills
Track record of managing a team through significant change, promoting flexibility and resilience, and demonstrating role model behaviour
Proven experience of designing and delivering a wide range of training programmes and an ability to find creative solutions to delivering training
Ability to work independently and with teams to drive continuous improvement
Able to prepare clear and concise documents and present arguments verbally in a persuasive manner; tailored appropriately for the audience
Desirable
Knowledge of Contact Centre telephony, contact management and workforce management software
Qualification in Training / Learning & Development
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.