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Head of Digital Optimisation (FS / Call Centre) - Remote

  • Location:

    Leeds

  • Sector:

    Transformation & Change Management

  • Job type:

    Permanent

  • Salary:

    £80000 - £90000 per annum

  • Contact:

    Iola Kerns

  • Contact email:

    Iola.Kerns@ojassociates.com

  • Job ref:

    56453434_1605287562

  • Published:

    22 days ago

  • Expiry date:

    2020-12-13

Head of Digital Optimisation (Financial Services / Call Centre) - Remote

An exciting Digital financial services business with offices across the UK and Ireland are recruiting for a Head of Digital Optimisation to help them on their mission to redfine the consumer finance experience. This is a key role to asses the current call centre operations, to propose changes to digitise, strip out cost and improve the customer experience.

Candidates must have a Lean / Six Sigma background and previously digitised operations, ideally in financial services however the business is considering candidates from various industries. The role will manage a team of 3 people initially.

This is a remote role which would require some minimal travel to offices.

As a change and optimisation expert you'll be a go to point for many exciting opportunities to drive the business forward and to make sure that all of our customers walk away smiling after every interaction with the business.

Responsibilities / Skills -

  • Creating, developing, and delivering a varied roadmap of optimisation & change
  • Analysing data and problems to create opportunities to innovate to ensure that the Customer Experience and Operations are truly "Made Simple"
  • Leading multiple projects and initiatives, with a variety of internal and external stakeholders, to make the optimisation and magic happen
  • Balancing the needs of the customer, the company, and our regulators to push the boundaries and revolutionise the customer experience
  • Acting as an SME in strategic projects to ensure that Operations is effectively engaged and that it is ready to support and deliver new initiatives
  • Collaborating with and facilitating others to ensure that we're all on the same page and that our approach is truly optimised
  • Delivering change through adaptable project management and strong control
  • Ensuring that change plans are prioritised and managed to maximise opportunity and budget

Experience & Qualifications required:

  • Experience of how data driven innovation and technology can optimise the Customer Experience and optimise operational delivery
  • Experience of leading projects, and making things happen
  • Strong delivery approach, including the ability to work under pressure and to tight timescales to meet deadlines
  • Ability to work with minimal supervision within a dynamic team environment
  • A hunger and excitement to work for a fast-growing business
  • Well-developed verbal and written communications skills, including dealing with a wide variety of stakeholders
  • You've got a strong track record of being committed to achieving success in an academic and professional setting

For further details or a conversation regarding the role and business please apply

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