Head - Operations - Customer Satisfaction - Internet/Online

Customer Satisfaction

- Work with Sales & Client Servicing to provide pre-sales support and leadership on the area of expertise - including operational process flow documentation and costings - internally and externally

- To support the Client Servicing team in management of customer relationships and assist with third party relationships

- Ensure a working knowledge of customer business and issues facing their industry sector

- Promote a high-quality customer service environment with Client feedback measurements and assist with formal customer reviews

- Escalation point and senior operational contact for operations ensuring operational program SLA's are not only met but exceeded

- Involve subject matter experts from other areas of the business as appropriate to support operational delivery of projects

Operational Excellence

- Ensure a strong understanding of all service offerings

- Assess resource requirements and ensure the assigned delivery team has the appropriate blend of skills and experience to support the program and business requirements fully

- Provide an effective communication link between the Management Team and individual members of the team

- Work closely with the whole management team to ensure consistency throughout the teams

- Ensure all programs, as well as processes, have as a minimum operational Statements of Work (SOWs) or Standard Operating Procedures (SOPs), Operational Plans and internal review mechanisms

- Comprehensive third party development and management. Ensure third party supplier management, communication and confirmation process is appropriate to each program requirement

- Drive continuous improvement in operational efficiencies, service offerings, and reward portfolio.

- Ensure all departmental documented processes and procedures are updated and maintained in specified systems

- Be on call for emergencies, as and when the Company requires

Financial Performance

- Work with Finance team on contracting