In this role, you will:
• Is responsible for ensuring the teams deliver in line with its demand statements
• Is responsible for planning and prioritisation of day to day services across teams
• Is responsible for supporting the implementation of change programmes as directed by the Line manager, including Global Standards
• Develop and implement Operating Procedures in accordance with the respective Business Services Operating Model; highlighting any local procedures and ensure on the compliance with group policy and local regulations.
• Establishes targets for a number of teams to meet overall goals in Production Quality, Service Quality, Financial Performance
• Is responsible for identifying opportunities to improve service Quality across teams.
• Establishes the goals for Team Leaders and manages their performance.
• Is responsible for the coaching and development of individual team members and the overall development plans of the teams
• Is able to recruit team members within agreed headcount plans as directed by the Line Manager
• Is accountable for the cascade of communication across teams.
• Is accountable for the effective use of resources and use of Production Management tools to deliver established levels of Production Quality across teams.
• Manages resources across teams to ensure performance levels continually meet agreed standards
• Is accountable for the effective use of controls to ensure operational risk is within agreed limits across teams.
• Must respond to all escalations, resolving or escalating all issues with operational effectiveness in a timely and appropriate manner
To be successful in the role, you should meet the following requirements:
• Minimum 3 years’ experience in operations or in a directly related business/function
• Minimum 2 years’ experience in leading a team
• Clear understanding of multiple operational workflows and associated operational controls
• Proven track record towards high level of customer service.
• Effective communication skills.
• Strong interpersonal skills.
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