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ROLE TITLE: SENIOR OPERATIONS CONSULTANT F4
REPORTS TO: DEVELOPMENT & DELIVERY SUPPORT MANAGER
Supervises and manages a team of individuals responsible for the effective day to day operational support of the Web Operations area, in order to meet business objectives
•9 million customers
•33 million website visits (2010)
•Direct reports – 4-6
•Remit across the CFS web estate, including Smile and Britannia
AREAS OF ACCOUNTABILITY:
•Supervises a small team responsible for Research, MI Analysis and Insight and Customer Technical Support/Customer Feedback, providing support, guidance and coaching where necessary. To ensure activities are delivered to defined standards and timescales.
•Contributes to the achievement of channel targets and objectives across the Balanced Scorecard, by developing MI analysis strategy, defining and implementing processes, standards and guidelines to ensure the efficient and compliant performance of the Operations team
•Monitors 3rd party supplier / IS / other business areas adherence to service levels, reporting non-compliance and liasing with internal and external colleagues to rectify problems / identify improvements
•Manages relationships with colleagues from, and the flow of information between the online channel and supporting areas (e.g. Online Marketing, Distribution Planning & Support, IT support areas, back office departments, etc.), to ensure channel’s needs are represented, understood and met
•Manages stakeholders from Sales and Service areas, actively ensuring that the end-to-end experience provided to users of the online channel is appropriate and the best it can be.
•Proactively manages the resolution of service-related issues
•Represents Web Operations at meetings (e.g. balanced scorecard meetings, service management meetings), promoting the channel’s involvement in new initiatives and liaising with departmental colleagues to understand and articulate the impact.
•Manages business and regulatory reporting on behalf of Web Operations – e.g. TCF, compliance etc.
•Creates and owns Business Continuity plans / Business Impact Analysis for the department, liaising with Distribution Planning and Support colleagues to ensure the online channel is fully represented in central plans.
•Responsible for the overall co-ordination and reporting of departmental budgets, liaising with colleagues across team to identify and rectify issues, help manage costs
•Inputs to supplier selection and co-ordinates with Purchasing over set up of new suppliers and management of existing suppliers / contracts
•Attends change meetings where appropriate
•Manages and signs off the production of balanced scorecard
•Manages sales performance reporting, highlighting and investigating issues and proposing actions to resolve under-performance
•Manages collation of feedback and complaints data, to ensure speedy identification and rectification of issues
•Manages, coaches and develops team members, fostering a culture of continuous improvement
•May have an operational element (e.g. assist on customer support or production/analysis of data) in order to maintain knowledge and skills and provide effective support to their team
•Defines and owns procedures and standards within own remit, ensuring all are correct, current
•Co-ordinates audit activity on behalf of the department and also co-ordinates response to internal / external audits
•Manages risk reporting, liaising with departmental managers to ensure the potential impact of risks is fully understood, and that appropriate controls and mitigating actions are in place
•Develops own specialist interests in relevant areas (e.g. SEO, accessibility, social media, usability), to optimise contribution to departmental objectives, and shares knowledge / coaches other colleagues as required
DECISION MAKING AUTHORITY:
•All Web Operations teams
•IT Service Management
•Other distribution channels
•Back office departments within Shared Services
•MI providers and system owners
•Fraud and Compliance
•Providers of third party functionality
•Specialist software providers
Values are a core framework for how we all agree to behave and treat each other – as individuals and as a business :-
•We put our members and customers first in all we do
•We take personal and social responsibility
•Together we will create a great place to work, grow and develop
•We strive relentlessly to be faster, better, more successful
•We are open and fair and are committed to excellent communication
Maintain a good understanding of TCF requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.
Ensure TCF requirements are fully reflected in Performance Development objectives, both own and team where appropriate
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
•Knowledge and experience of working with Adobe Omniture software package, specifically Sitecatalyst, Discover and Test and Target.
•Ability to influence and present to key stakeholders up to Function Leader level within the organisation
•Proven track record of delivery
•Excellent communication skills both written and verbal
•Good decision making skills within a reactive and fast paced environment
•Experience of working with 3rd Party Suppliers
•Knowledge and experience of small-medium project management tools and techniques
•Detailed understanding of regulatory reporting eg. TCF, Compliance etc
•Excellent management skills
•Experience and Understanding of Microsoft tools eg. Word, Excel, Powerpoint etc
•Understanding of budgetary process
Contact / Application Details
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