Head - Operations

Head of Operations

Job Description:

Functional Expertise:

- Oversee and continuously improve incident management methodologies, ensuring prioritization frameworks are fit for purpose, SLAs are met and effective and timely reporting is delivered to stakeholders.

- Drive innovation across the operations team, internal teams and external partners to reduce incidents and increase operational efficiency.

- Set clear operational standards and practices with effective monitoring and management techniques to ensure the teams develop and grow.

- Collaborate with the technology team to implement and optimize operational systems and tools, leveraging technology & AI to drive best in class merchant experience.

- Lead Call Centers, ORM, Nodal and process improvements.

Problem Solving:

- Ensure that all customer friction points (which could arise from the customer journey or partner issues) are dealt with by the team as efficiently and effectively as possible, whilst having an eye for overall trends & root causes in order to formulate scalable solutions.

- Develop and maintain a merchant first approach to the operations, ensuring procedures and solutions are aligned with Treating Customers Fairly and monitoring and reporting to relevant people.

- Identify and fix product experience issues, rigorous tracking of Voice of customers and drive accountability to close escalations.

Interaction:

- Provide accurate and clear reporting across all teams to demonstrate key MX metrics.

- Be experienced in working across the business teams to drive accountability of MX issues across product lines.

- Oversee relationships with third-party vendors and service providers especially CRM and call center, negotiating contracts and monitoring performance to ensure quality and cost effectiveness.

Challenges & Decisions:

- Establish KPIs and metrics to measure operational performance, analyzing data to identify areas for improvement and driving actionable insights.

- Communicate effectively with internal stakeholders, providing regular updates on customer support, initiatives, and challenges.

- Promote a culture of continuous improvement, encouraging innovation and creativity within the operations team to drive better experience and excellence.