PayPoint - Careers
Senior Operations Manager
Welwyn Garden City


Main Role Purpose:
Reporting to the Customer Services Director the Snr Operations Manager will be responsible for ensuring the successful fulfilment of all Retailer product sales from receipt of contract through to installing, set live, training and decom.
In addition the Onboarding Manager will also be responsible for leading the function through major transformational change and supply thought leadership and best practice experience in customer centric operational environments.
Main Role Responsibilities  
  • Lead, develop and motivate Team Leaders and ensure high levels of productivity through the application of Operational Excellence and Operations Best Practice
  • Manage and increase the effectiveness and efficiency of operations across Retail Operations and Incident and Compliance through agreed KPIs
  • Implement Salesforce CRM in the on and off boarding processes
  • Complete a review of current SLA’s/KPI’s and reporting and perform a gap analysis against best practice
  • Determine resourcing requirements based on pipeline size and projected sales plan
  • Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
  • Liaise with other functional areas to ensure cross departmental co-operation and collaboration of operational objectives, purposes and achievements
  • Attend internal and external stakeholder meetings and build effective relationships with the wider network to ensure key client requirements are effectively managed
  • Using appropriate quality and productivity tools coach Team Leaders to deliver increased benefit to company whilst also growing their own skill levels
  • Embed and role model the PayPoint values

Skills / Qualifications / Experience Required

  • An experienced operations professional with prior experience of managing teams in Operations Excellence environments within  Financial/retail/outsourced Services
  • KYC and KYB experience a must
  • Demonstrable leadership ability; capable of leading teams through change in order to deliver best practice service delivery
  • Experience of driving and managing Continuous Improvement including training and developing staff and Team Leaders
  • Proven skills in Capacity Planning including task timing, model construction and shrinkage allocation
  • Self-starter with a proven track record of delivering operational change in an office environment
  • Demonstrates an ability to achieve change quickly and be familiar with process improvement methods and techniques
  • Experience of using Lean and Six Sigma to drive quantifiable improvements at both team and E2E levels
  • Credible and comfortable in presenting to senior managers
  • Strong team player who is flexible and supportive to the needs of other individuals and business
  • Business to Business operations experience in retail sector
  • Excellent oral and written communication skills
  • Strong  influencing skills

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