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Operations Manager - Glasgow

Ref: 23 Date Posted: Friday 30 Nov 2018
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Job: Operations Manager

Job Type: Full Time, Permanent 

Location: Renfrew

Would you like to join an award-winning business where we are passionate about what we do? At SD Worx, we have a fantastic opportunity for an Operations Manager to join the team based at Braehead, Renfrew. The role is responsible for reacting to customer and business needs by:

Providing leadership and direction to Operations Team Managers, Business Analysts and Service Quality & Control Analyst to maximise productivity, quality, continuous improvement ensuring high levels of customer service delivery is achieved at all times.

Setting of team targets, plans and measures and management of them, detailing areas of improvement and reacting to non-achievement through skills development identification, training needs analysis & performance management in line with SD Worx practices.

Identify and implement training needs within the team to develop all staff members within the department ensuring Personal Development Plans are updated accordingly.

Work to the business strategy to provide support and expertise across other corporate clients where required.

Working as direct support for the Service Delivery Manager

Key Responsibilities:

Accountable for the smooth running of operational teams in remit

Document, standardise and align working practices/processes throughout Operations adopting best practice

Analyse current productivity levels and drive improvements to increase productivity levels to at least targeted levels set by Senior Management Team

Set measures to ensure delivery of service meets or exceeds SLA levels Identifying poor performance; and corrective actions

Report monthly company set KPIs, highlighting major achievements and identifying poor performance; and corrective actions.

Understand Customer Contact industry and keep abreast of changes within this sector and ensure SD Worx is at the forefront of change

Provide operational expertise to SD Worx business areas, project groups where client product development is required, or new customers are being on boarded.

Hold regular, structured team meetings encouraging team participation throughout with particular focus on Quality, Engagement, Quarterly Net Promoter approach and Monthly Pulse survey

Build & Maintain a relationship with their customers which assists retention and drives improvements in NPS

Actively promote and share the key company strategies and messages from the Senior Leadership Team, delivering and driving them positively and appropriately through their teams.

Establish and maintain a quality culture within the team, ensuring that documented processes and procedures are understood and followed ensuring ISAE3402 compliance

Sufficiently developed / confident to support and deputise as and when necessary for the Service Delivery Manager

Creation and management of billing on DF

Essential Requirements:

Managerial experience within a payroll environment, contact centre or service centre environment.

Experience of developing team members, setting personal development plans and team/individual objectives

Strong interpersonal skills, including verbal and written communications; as this position will interact with internal and external customers and third party providers

Proven experience of involvement within the operational readiness process.

Proven knowledge of process methodology and ability to develop and improve process

Willingness to travel on occasion to other UK offices.

It’s your move!

Employer Description

More than 60,000 large and small organisations rely on SD Worx and its 3,600 employees. During the company’s 70 year history we have acquired an extraordinary amount of expertise in Payroll, HR and Tax & Legal matters. We provide clients with a wide range of services including payroll and HR, legal support, training, automation, consulting and outsourcing, across Europe, the US and Canada.

In Belgium, our home base, we offer specific packages for SMEs, large enterprises, the public sector and international organisations.

As an international HR service provider, we operate from Belgium (HQ), Austria, France, Germany, Ireland, Luxembourg, Mauritius, the Netherlands, Switzerland and the United Kingdom. The other European countries, the US and Canada are covered by the Payroll Services Alliance, a strategic network of leading payroll companies.

Our mission?

Result driven HR. We excel in HR services that drive business performance.













Working at SD Worx means winning trust and taking responsibility, displaying initiative and most importantly, being energized by others. If you have a passion for HR, IT and Payroll Services, then we can promise you one thing: you’ll never get stuck in a rut at SD Worx. You will get the opportunity for self-development in the direction you want to go. You will learn from the best, so you can be at your best.