Head of Operations

EMR Agency
18 September 2019
16 October 2019
Job Function
Contract Type
Full Time
Responsibilities: * Form a clear view of how our customers behave through the purchase journey and interact with us at different touchpoints * Identify weaknesses and make recommendations for changes in operations across the teams to make this customer journey more efficient and effective * Provide actionable insights from commercial analysis and data-modelling to help teams around the company deliver improved results * Develop daily, weekly, monthly and quarterly KPI reports * Set out a clear, numbers-backed strategy to improve business performance * Create specific, controllable tactics / plans to deliver against this strategy * Prioritise these plans according to business need and deliver them * Develop operational routes to direct customers into the right product * Source, tender, and onboard 3rd party suppliers across a range of operational requirements (dialers, document solutions, case management systems, customer service interfaces, etc) * Drive productivity by simplifying and automating processes * Set and drive adherence to the customer journey processes Requirements: * A talented operations professional with relevant experience in a similar position - ideally a performance-led sales and progression environment - able to clearly and concisely communicate insights and recommendations to a range of people * A hands-on problem-solver who can spot opportunity and make it happen * Able to analyse customer behavior through our Salesforce and estate agency systems with a demonstrable track record of add business value * Able to work with team members and bring them onside during periods of change * Excellent communicator with strong presentation skills (both written and verbal) * Autonomous and tenacious - be able to set own direction and define future requirements for operations * Adept at working alongside specialist colleagues across a wide range of departments * Personable and diplomatic, but willing to promote and defend own views * Strong work ethic, willingness to go above and beyond * Experience of dialers, case management systems, Salesforce, document solutions and rostering / appointing 3rd party suppliers * Track record of meeting challenging commercial targets * UK experience essential

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