Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Social Mobility Sourcing Manager Department: Recruitment Travel Required : Occasional as required for role Reports to : Director of Recruitment UK Location: UK - Mix of onsite and WAH Contract Type: Permanent Job Summary / Overview The Social Mobility Recruitment Manager is responsible for driving social mobility recruitment and diverse sourcing channels including managing relationships with third-party organizations. This role aims to develop and enhance our social mobility recruitment strategy by managing partnerships, leveraging external programs and government funding and understanding government employability schemes. The ideal candidate will possess strong organizational skills, a passion for social equity, and some experience in account management. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Social Mobility Recruitment: Develop, build and deliver a social mobility sourcing strategy Monitor and evaluate the impact of the social mobility sourcing strategy, making data-driven adjustments as necessary Ensure candidate quality through careful monitoring and cross departmental reviews To be an SME in government funded training and work initiatives Promote fair outcomes for those with barriers to employment Third Party Account Management: Serve as the primary point of contact for third-party recruitment partners. Develop and maintain strong relationships with key stakeholders in third-party organisations. Negotiate contracts and manage agreements with third-party partners to ensure mutual benefits. Monitor the performance of third-party partners and ensure compliance with organisational standards and policies. Strategic Partnerships: Identify and cultivate new partnership opportunities that support social mobility objectives. Work with marketing and communications teams to promote partnership initiatives. Represent the organisation at relevant events, conferences, and meetings. Reporting and Analysis: Prepare regular reports on the progress and impact of social mobility sourcing strategy Analyse data to identify trends, opportunities, and areas for improvement. Provide insights and recommendations to senior management based on analysis. Main Requirements Education: Bachelor's degree in Business Administration, Social Sciences, Public Policy, or a related field preferred. Experience: Minimum of 1 year of experience in either account management, social mobility programs, recruitment sourcing or relevant related areas. Proven track record of managing partnerships and delivering successful sourcing strategies or a solid background in a social mobility setting. Skills and Competencies: Strong project management skills with the ability to manage multiple initiatives simultaneously. Excellent communication and interpersonal skills. Ability to analyse data and generate actionable insights. Negotiation skills and experience managing contracts. Knowledge of social mobility issues and best practices. Proficiency in Microsoft Office Suite and CRM software. Personal Attributes: Passion for social equity and community development. Strategic thinker with the ability to see the big picture. Detail-oriented and highly organised. Ability to work independently and as part of a team. Flexibility and adaptability in a fast-paced environment.
May 02, 2026
Full time
Job Title: Social Mobility Sourcing Manager Department: Recruitment Travel Required : Occasional as required for role Reports to : Director of Recruitment UK Location: UK - Mix of onsite and WAH Contract Type: Permanent Job Summary / Overview The Social Mobility Recruitment Manager is responsible for driving social mobility recruitment and diverse sourcing channels including managing relationships with third-party organizations. This role aims to develop and enhance our social mobility recruitment strategy by managing partnerships, leveraging external programs and government funding and understanding government employability schemes. The ideal candidate will possess strong organizational skills, a passion for social equity, and some experience in account management. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Social Mobility Recruitment: Develop, build and deliver a social mobility sourcing strategy Monitor and evaluate the impact of the social mobility sourcing strategy, making data-driven adjustments as necessary Ensure candidate quality through careful monitoring and cross departmental reviews To be an SME in government funded training and work initiatives Promote fair outcomes for those with barriers to employment Third Party Account Management: Serve as the primary point of contact for third-party recruitment partners. Develop and maintain strong relationships with key stakeholders in third-party organisations. Negotiate contracts and manage agreements with third-party partners to ensure mutual benefits. Monitor the performance of third-party partners and ensure compliance with organisational standards and policies. Strategic Partnerships: Identify and cultivate new partnership opportunities that support social mobility objectives. Work with marketing and communications teams to promote partnership initiatives. Represent the organisation at relevant events, conferences, and meetings. Reporting and Analysis: Prepare regular reports on the progress and impact of social mobility sourcing strategy Analyse data to identify trends, opportunities, and areas for improvement. Provide insights and recommendations to senior management based on analysis. Main Requirements Education: Bachelor's degree in Business Administration, Social Sciences, Public Policy, or a related field preferred. Experience: Minimum of 1 year of experience in either account management, social mobility programs, recruitment sourcing or relevant related areas. Proven track record of managing partnerships and delivering successful sourcing strategies or a solid background in a social mobility setting. Skills and Competencies: Strong project management skills with the ability to manage multiple initiatives simultaneously. Excellent communication and interpersonal skills. Ability to analyse data and generate actionable insights. Negotiation skills and experience managing contracts. Knowledge of social mobility issues and best practices. Proficiency in Microsoft Office Suite and CRM software. Personal Attributes: Passion for social equity and community development. Strategic thinker with the ability to see the big picture. Detail-oriented and highly organised. Ability to work independently and as part of a team. Flexibility and adaptability in a fast-paced environment.
Job Title: People and Culture Business Partner Location: Preferred: London, UK; Addis Ababa, Ethiopia; Accra, Ghana; or Kampala, Uganda; or any other Right To Play based location (Bujumbura, Burundi; Toronto, Canada; Beirut, Lebanon; Bamako, Mali; Islamabad, Pakistan; Ramallah, Palestinian Territories; Kigali, Rwanda; or Dar es Salaam, Tanzania) (Only candidates who are eligible to work legally without work visa sponsorship in the country will be considered.) Contract Type: Full-time (40 hours per week), long-term engagement Hiring Salary: This is a national position. Please refer to Appendix I for the hiring salary for each country. Target Start Date: As soon as possible Application Closing Date: May 17, :59 EDT This job advert is for an existing vacancy. About Right To Play: For more than 25 years, Right To Play has been protecting, educating, and empowering millions of children each year to rise above adversity through the power of play. We offer programs in 14 countries across Africa, Asia, the Middle East and North America, reaching millions of children each year in some of the most difficult places on earth, helping them to stay in school and learn, overcome prejudice, heal from trauma, and develop the skills they need to thrive. We do this by harnessing play, one of the most fundamental forces in a child's life, to teach children the critical skills they need to dismantle barriers and embrace opportunities, in learning and in life. This work is supported by our two global offices in Toronto, Canada and London, UK; and seven National Offices in North America and Europe. Benefits Highlights: Connect and collaborate with a global team who are passionate about protecting, educating and empowering children and youth using the power of play! Culture premised on our Culture Code (accept everyone, make things happen, display courage, demonstrate care, and be playful) Paid leaves Competitive benefits Learning opportunities and 5 learning and development (L&D) days per year More information on what we offer is available on our website. Application Method: Apply with your resume and cover letter in English via the application link: Right To Play provides equal employment opportunities to employees regardless of their gender, race, religion, age, disability, sexual orientation or marital status. We strongly encourage groups who have been historically disadvantaged with respect to employment to apply for positions at Right To Play. As part of our selection process, final candidates will be required to complete security checks and Vulnerable Sector Check or equivalent criminal record check as a condition of the offer. More details about our recruitment process and sfeguarding information are available on our website. As part of our recruitment and selection process, Right To Play uses Artificial Intelligence (AI) - assisted tools to support the assessment of candidates or applications. This may include but not limited to generating and editing of job adverts, assessment and interview questions, scheduling, translation, transcription, note taking, etc. Our Applicant Tracking System (ATS), VidCruiter, also use AI-powered ChatBot to answer candidates' enquiries. These tools are used only to assist human reviewers in evaluation and do not make selection or screening decisions. All hiring decisions are made by human reviewers. All AI-assisted processes comply with applicable privacy and data protection regulations, including GDPR and PIPEDA. For more information, please refer to RTP AI Policy and our Best Practice: Use of AI in Recruitment on our website. We value and promote a culture of diversity, equity, inclusion, and belonging. We are committed to providing accommodations to candidates with disabilities during the recruitment and selection process, and thereafter. Please reach out to the People & Culture team by email. All information provided will be treated as confidential and used only to provide an accessible candidate experience. Job Description: Job Title: P&C Business Partner Grade: 8 Reports to: Chief People & Culture Officer(CPCO) Location UK, Ethiopia, Ghana, Uganda preferred or any other RTP based country Direct Reports: N/A Department: People & Culture 1- Purpose: The P&C Business Partner drives the P&C operational effectiveness in Country Offices, facilitates organisational development and change and provides a framework for best people s practice and quality standards. The P&C Business Partner also supports the organization in developing and implementing initiatives that encourage diversity, promote equity, and support psychological and physical safety of the workforce. 2- Accountability & Responsibilities: Operational delivery (40%) Provides advice and influences action on P&C global policies, and in collaboration with local P&C Specialists advices on local policies and employment law to staff and management based in COs. Supports the review and localisation of P&C policies and embeds best practice, ensuring local needs and culture are reflected. Works with CPCO, P&C team, Global Directors of Country Offices and Logistics Manager to identity and mitigate people related risks in COs and prevent and resolve issues. Supports adherence to safety, security and Safeguarding policies and procedures in COs. Employee Relations and Employee Services (30%) Monitors the whistleblowing line and ensures timely action is taken in all complaints received related to COs. Oversees and works with P&C and COs management on the prevention and effective resolution of employee relations issues and adherence to disciplinary procedures. Responsible for maintaining confidential records. Conducts investigations and liaises with legal firms and/or investigators to resolve ER cases. Identifies trends and areas of concerns based on data channels i.e. surveys and exit interviews and proposes and implements remedial actions. Acts as one of the systems administrators of the whistleblowing and the anti-terrorism platforms Quality Assurance (20%) Drives efficiency and quality assurance of P&C operational practices in COs by conducting assessments and P&C audits and works with P&C Specialists and Country Directors (CDs) to enhance the employee experience, ensure consistency, continuous improvement and enhance People s capacity in country. Supports CDs to ensure compliance and manage P&C risks as per country risk register and audits actions. Contributes to the data gathering, analysis and presentation of P&C reports, to enable decision making Identifies trends, proposes actions for improvement and instigates implementation. Diversity, Equity Inclusion and Accessibility (10%) Embeds DEIA approaches in policies and processes, to create a framework that welcomes and supports staff regardless of race, ethnicity, gender, age, religion, language, ability, status, and location. Works with the GDEIC to communicate DEIA strategy and establish measurable goals to track progress. Sources, develops and manages trainings and other activities, including the LMS system and the DEIA Week. Analyses DEIA data to make recommendations and support implementation of agreed actions. Perform other duties as assigned 3- Scope (geographical and/or functional), Impact and Autonomy The role has a primary focus on supporting and advising leaderships and coaching P&C specialists and managers on P&C operational needs of Country Offices. It also has a global scope in supporting the advancement of the DEIA agenda with the view of achieving the culture of One Right To Play . Consults the CPCO on complex, unclear or long term impact matters. 4- Leadership and Staff management Provides technical leadership and coaching to the P&C Specialists in COs (10 plus colleagues), also acts as counsel of CDs and senior staff based in COs on P&C policies and strategic shifts impacting staff. Lead the P&C Global Community of Practice and the Global DEIA Committee (GDEIAC). 5- Information requirement for decision-making Identifies areas for improvement and implements P&C solutions in COs to ensure a smooth service is provided. Under the guidance of senior P&C staff, updates and embeds policies, processes and other key P&C initiatives. Uses the policy framework, organisational and country strategies to guide priorities. Their action is informed by trends and issues identified as a result of the analysis of People s data reports, surveys and other sources available to mainstream processes and achieve efficiency in the operation. Policy changes are to be approved by the CPCO. 6- Innovation and Improvements The incumbent is expected to proactively recommend improvements to policies, procedures and practices based on international P&C best practices. Working with P&C specialised colleagues introduces improvements across all areas of P&C including workforce planning, safeguarding and Safety and Security. 7- . click apply for full job details
May 02, 2026
Full time
Job Title: People and Culture Business Partner Location: Preferred: London, UK; Addis Ababa, Ethiopia; Accra, Ghana; or Kampala, Uganda; or any other Right To Play based location (Bujumbura, Burundi; Toronto, Canada; Beirut, Lebanon; Bamako, Mali; Islamabad, Pakistan; Ramallah, Palestinian Territories; Kigali, Rwanda; or Dar es Salaam, Tanzania) (Only candidates who are eligible to work legally without work visa sponsorship in the country will be considered.) Contract Type: Full-time (40 hours per week), long-term engagement Hiring Salary: This is a national position. Please refer to Appendix I for the hiring salary for each country. Target Start Date: As soon as possible Application Closing Date: May 17, :59 EDT This job advert is for an existing vacancy. About Right To Play: For more than 25 years, Right To Play has been protecting, educating, and empowering millions of children each year to rise above adversity through the power of play. We offer programs in 14 countries across Africa, Asia, the Middle East and North America, reaching millions of children each year in some of the most difficult places on earth, helping them to stay in school and learn, overcome prejudice, heal from trauma, and develop the skills they need to thrive. We do this by harnessing play, one of the most fundamental forces in a child's life, to teach children the critical skills they need to dismantle barriers and embrace opportunities, in learning and in life. This work is supported by our two global offices in Toronto, Canada and London, UK; and seven National Offices in North America and Europe. Benefits Highlights: Connect and collaborate with a global team who are passionate about protecting, educating and empowering children and youth using the power of play! Culture premised on our Culture Code (accept everyone, make things happen, display courage, demonstrate care, and be playful) Paid leaves Competitive benefits Learning opportunities and 5 learning and development (L&D) days per year More information on what we offer is available on our website. Application Method: Apply with your resume and cover letter in English via the application link: Right To Play provides equal employment opportunities to employees regardless of their gender, race, religion, age, disability, sexual orientation or marital status. We strongly encourage groups who have been historically disadvantaged with respect to employment to apply for positions at Right To Play. As part of our selection process, final candidates will be required to complete security checks and Vulnerable Sector Check or equivalent criminal record check as a condition of the offer. More details about our recruitment process and sfeguarding information are available on our website. As part of our recruitment and selection process, Right To Play uses Artificial Intelligence (AI) - assisted tools to support the assessment of candidates or applications. This may include but not limited to generating and editing of job adverts, assessment and interview questions, scheduling, translation, transcription, note taking, etc. Our Applicant Tracking System (ATS), VidCruiter, also use AI-powered ChatBot to answer candidates' enquiries. These tools are used only to assist human reviewers in evaluation and do not make selection or screening decisions. All hiring decisions are made by human reviewers. All AI-assisted processes comply with applicable privacy and data protection regulations, including GDPR and PIPEDA. For more information, please refer to RTP AI Policy and our Best Practice: Use of AI in Recruitment on our website. We value and promote a culture of diversity, equity, inclusion, and belonging. We are committed to providing accommodations to candidates with disabilities during the recruitment and selection process, and thereafter. Please reach out to the People & Culture team by email. All information provided will be treated as confidential and used only to provide an accessible candidate experience. Job Description: Job Title: P&C Business Partner Grade: 8 Reports to: Chief People & Culture Officer(CPCO) Location UK, Ethiopia, Ghana, Uganda preferred or any other RTP based country Direct Reports: N/A Department: People & Culture 1- Purpose: The P&C Business Partner drives the P&C operational effectiveness in Country Offices, facilitates organisational development and change and provides a framework for best people s practice and quality standards. The P&C Business Partner also supports the organization in developing and implementing initiatives that encourage diversity, promote equity, and support psychological and physical safety of the workforce. 2- Accountability & Responsibilities: Operational delivery (40%) Provides advice and influences action on P&C global policies, and in collaboration with local P&C Specialists advices on local policies and employment law to staff and management based in COs. Supports the review and localisation of P&C policies and embeds best practice, ensuring local needs and culture are reflected. Works with CPCO, P&C team, Global Directors of Country Offices and Logistics Manager to identity and mitigate people related risks in COs and prevent and resolve issues. Supports adherence to safety, security and Safeguarding policies and procedures in COs. Employee Relations and Employee Services (30%) Monitors the whistleblowing line and ensures timely action is taken in all complaints received related to COs. Oversees and works with P&C and COs management on the prevention and effective resolution of employee relations issues and adherence to disciplinary procedures. Responsible for maintaining confidential records. Conducts investigations and liaises with legal firms and/or investigators to resolve ER cases. Identifies trends and areas of concerns based on data channels i.e. surveys and exit interviews and proposes and implements remedial actions. Acts as one of the systems administrators of the whistleblowing and the anti-terrorism platforms Quality Assurance (20%) Drives efficiency and quality assurance of P&C operational practices in COs by conducting assessments and P&C audits and works with P&C Specialists and Country Directors (CDs) to enhance the employee experience, ensure consistency, continuous improvement and enhance People s capacity in country. Supports CDs to ensure compliance and manage P&C risks as per country risk register and audits actions. Contributes to the data gathering, analysis and presentation of P&C reports, to enable decision making Identifies trends, proposes actions for improvement and instigates implementation. Diversity, Equity Inclusion and Accessibility (10%) Embeds DEIA approaches in policies and processes, to create a framework that welcomes and supports staff regardless of race, ethnicity, gender, age, religion, language, ability, status, and location. Works with the GDEIC to communicate DEIA strategy and establish measurable goals to track progress. Sources, develops and manages trainings and other activities, including the LMS system and the DEIA Week. Analyses DEIA data to make recommendations and support implementation of agreed actions. Perform other duties as assigned 3- Scope (geographical and/or functional), Impact and Autonomy The role has a primary focus on supporting and advising leaderships and coaching P&C specialists and managers on P&C operational needs of Country Offices. It also has a global scope in supporting the advancement of the DEIA agenda with the view of achieving the culture of One Right To Play . Consults the CPCO on complex, unclear or long term impact matters. 4- Leadership and Staff management Provides technical leadership and coaching to the P&C Specialists in COs (10 plus colleagues), also acts as counsel of CDs and senior staff based in COs on P&C policies and strategic shifts impacting staff. Lead the P&C Global Community of Practice and the Global DEIA Committee (GDEIAC). 5- Information requirement for decision-making Identifies areas for improvement and implements P&C solutions in COs to ensure a smooth service is provided. Under the guidance of senior P&C staff, updates and embeds policies, processes and other key P&C initiatives. Uses the policy framework, organisational and country strategies to guide priorities. Their action is informed by trends and issues identified as a result of the analysis of People s data reports, surveys and other sources available to mainstream processes and achieve efficiency in the operation. Policy changes are to be approved by the CPCO. 6- Innovation and Improvements The incumbent is expected to proactively recommend improvements to policies, procedures and practices based on international P&C best practices. Working with P&C specialised colleagues introduces improvements across all areas of P&C including workforce planning, safeguarding and Safety and Security. 7- . click apply for full job details
Job Purpose The Senior Admin Officer plays a pivotal role at the heart of the school, leading the day-to-day administration of pupil and HR matters while driving excellence across the school office. This is a varied and influential position, responsible for shaping and delivering efficient administrative and organisational systems that support the whole school community, always maintaining the highest levels of confidentiality and professionalism. The role also contributes to the ongoing development and improvement of support services, helping the school to run smoothly and effectively. This role includes leading and developing the administrative team, including line management of Receptionists, and playing an active part in safeguarding by supporting the safeguarding team to promote the welfare and wellbeing of all pupils. Key Responsibilities of Role Organisation Ensure the smooth and effective running of the school office and all administrative and communication systems Contribute to the planning, development and organisation of support service systems, procedures and policies Assist in organising school trips, ensuring all risk assessments are completed Support the organisation of parents' evenings, meetings and events, including rooms, equipment and refreshments Ensure a professional and welcoming reception for visitors and parents, including compliance with visitor and health and safety procedures Oversee administration of HR processes including recruitment, onboarding and staff records in line with school policy Handle complex enquiries and challenging visitors or callers Staff Development Our staff are important to us. We know that without great staff, our children will not be as successful. Therefore, Professional Learning is key to our success. As a new employee within the Trust, you will be supported by the Senior Directors of People and Professional Learning, alongside your line manager to realise your full potential. 'Our People Strategy is key to our success and integral to this is our commitment to equity, equality, diversity, and inclusion . Bringing this to life is the responsibility of every member of staff. We take seriously any behaviour which undermines it. Anyone applying to work with us, should share this commitment.' London Living Wage We are proud to pay the London Living Wage.
May 02, 2026
Full time
Job Purpose The Senior Admin Officer plays a pivotal role at the heart of the school, leading the day-to-day administration of pupil and HR matters while driving excellence across the school office. This is a varied and influential position, responsible for shaping and delivering efficient administrative and organisational systems that support the whole school community, always maintaining the highest levels of confidentiality and professionalism. The role also contributes to the ongoing development and improvement of support services, helping the school to run smoothly and effectively. This role includes leading and developing the administrative team, including line management of Receptionists, and playing an active part in safeguarding by supporting the safeguarding team to promote the welfare and wellbeing of all pupils. Key Responsibilities of Role Organisation Ensure the smooth and effective running of the school office and all administrative and communication systems Contribute to the planning, development and organisation of support service systems, procedures and policies Assist in organising school trips, ensuring all risk assessments are completed Support the organisation of parents' evenings, meetings and events, including rooms, equipment and refreshments Ensure a professional and welcoming reception for visitors and parents, including compliance with visitor and health and safety procedures Oversee administration of HR processes including recruitment, onboarding and staff records in line with school policy Handle complex enquiries and challenging visitors or callers Staff Development Our staff are important to us. We know that without great staff, our children will not be as successful. Therefore, Professional Learning is key to our success. As a new employee within the Trust, you will be supported by the Senior Directors of People and Professional Learning, alongside your line manager to realise your full potential. 'Our People Strategy is key to our success and integral to this is our commitment to equity, equality, diversity, and inclusion . Bringing this to life is the responsibility of every member of staff. We take seriously any behaviour which undermines it. Anyone applying to work with us, should share this commitment.' London Living Wage We are proud to pay the London Living Wage.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Director Location: Exeter Salary: DOE Workplace Type: Office-based Employment Type: Full-time Role Overview This is a senior leadership position responsible for driving both client excellence and team performance. The successful individual will oversee a substantial client portfolio, ensuring the highest standard of service delivery, while also contributing to the firm s continued growth and operational efficiency. A key focus of the role will be developing the team, enhancing client relationships, and identifying opportunities to improve processes and mitigate risk across the business. Key Responsibilities Take ownership of a significant client portfolio, with a strong presence in the property sector Deliver high-quality advisory services, including complex tax planning both within and beyond your portfolio Review accounts and tax work to ensure technical accuracy and compliance Proactively drive business development through client growth strategies and new client acquisition Lead on prospective client meetings and oversee the preparation of tailored proposals Manage the onboarding process for new clients, including establishing clear service agreements Oversee workflow planning and resource allocation across a growing portfolio Lead, mentor and develop team members, supporting their progression and performance Delegate effectively, ensuring work is completed efficiently and to a high standard Monitor and manage team financial performance, including utilisation, recoveries and billing Collaborate with the wider leadership team to share insights and contribute to business performance Build and maintain a strong professional network to support both business development and client service delivery General Responsibilities Maintain strict confidentiality of all client and business information Act in line with the firm s values and professional standards Stay up to date with relevant legislation, regulatory changes and technology developments Drive continuous improvement in systems and processes to enhance client experience Ensure compliance with AML procedures across the team Maintain a high level of technical expertise through ongoing CPD Skills & Capabilities Strong working knowledge of accounting systems and software Ability to communicate complex information clearly to clients and senior stakeholders Proven leadership skills, with the ability to coach and develop high-performing teams Strong problem-solving and conflict resolution abilities Commercial awareness with the ability to identify and manage risk Confident presenter with strong interpersonal skills Experience & Qualifications ACA or ACCA qualified, ideally with CTA (or equivalent experience) Extensive experience within accountancy practice at a senior level Strong technical expertise across advisory services and complex accounting/tax matters Demonstrable experience managing a large and varied client portfolio Proven track record in business development and revenue generation Experience working with property sector clients is highly desirable Experience contributing to strategic planning and long-term business growth Previous leadership of teams or service lines, with responsibility for performance and delivery Experience mentoring senior staff and supporting succession planning Personal Attributes Highly commercial with strong relationship-building skills An effective and inspiring leader with excellent people management abilities Open-minded and adaptable, with a willingness to embrace change Strong attention to detail and commitment to quality Proactive, with the ability to use initiative and drive improvements Collaborative team player with a positive, can-do approach Honest, transparent and professional in communication If this role is of interest to you, please do give me a call on (phone number removed) or drop me an email at (url removed) Looking forward to hearing from you.
May 02, 2026
Full time
Director Location: Exeter Salary: DOE Workplace Type: Office-based Employment Type: Full-time Role Overview This is a senior leadership position responsible for driving both client excellence and team performance. The successful individual will oversee a substantial client portfolio, ensuring the highest standard of service delivery, while also contributing to the firm s continued growth and operational efficiency. A key focus of the role will be developing the team, enhancing client relationships, and identifying opportunities to improve processes and mitigate risk across the business. Key Responsibilities Take ownership of a significant client portfolio, with a strong presence in the property sector Deliver high-quality advisory services, including complex tax planning both within and beyond your portfolio Review accounts and tax work to ensure technical accuracy and compliance Proactively drive business development through client growth strategies and new client acquisition Lead on prospective client meetings and oversee the preparation of tailored proposals Manage the onboarding process for new clients, including establishing clear service agreements Oversee workflow planning and resource allocation across a growing portfolio Lead, mentor and develop team members, supporting their progression and performance Delegate effectively, ensuring work is completed efficiently and to a high standard Monitor and manage team financial performance, including utilisation, recoveries and billing Collaborate with the wider leadership team to share insights and contribute to business performance Build and maintain a strong professional network to support both business development and client service delivery General Responsibilities Maintain strict confidentiality of all client and business information Act in line with the firm s values and professional standards Stay up to date with relevant legislation, regulatory changes and technology developments Drive continuous improvement in systems and processes to enhance client experience Ensure compliance with AML procedures across the team Maintain a high level of technical expertise through ongoing CPD Skills & Capabilities Strong working knowledge of accounting systems and software Ability to communicate complex information clearly to clients and senior stakeholders Proven leadership skills, with the ability to coach and develop high-performing teams Strong problem-solving and conflict resolution abilities Commercial awareness with the ability to identify and manage risk Confident presenter with strong interpersonal skills Experience & Qualifications ACA or ACCA qualified, ideally with CTA (or equivalent experience) Extensive experience within accountancy practice at a senior level Strong technical expertise across advisory services and complex accounting/tax matters Demonstrable experience managing a large and varied client portfolio Proven track record in business development and revenue generation Experience working with property sector clients is highly desirable Experience contributing to strategic planning and long-term business growth Previous leadership of teams or service lines, with responsibility for performance and delivery Experience mentoring senior staff and supporting succession planning Personal Attributes Highly commercial with strong relationship-building skills An effective and inspiring leader with excellent people management abilities Open-minded and adaptable, with a willingness to embrace change Strong attention to detail and commitment to quality Proactive, with the ability to use initiative and drive improvements Collaborative team player with a positive, can-do approach Honest, transparent and professional in communication If this role is of interest to you, please do give me a call on (phone number removed) or drop me an email at (url removed) Looking forward to hearing from you.
Title: Talent Acquisition Partner (FTC) LOCATION: London, Hammersmith WORKING PATTERN: Mon - Fri (37.5 hours), Eligible for virtual working / flexible working reports to: Vice president, people & culture - row (dotted line to director, global talent acquisition) Role Purpose As the Talent Acquisition Partner based in our London office, you'll help deliver a strong candidate experience while supporting global hiring needs across teams and time zones. You'll manage end-to-end recruitment for a variety of roles, partnering closely with hiring managers and People & Culture leaders to build strong pipelines, run efficient processes, and land world class talent. This role reports dually into the VP, People and Culture - ROW, with a dotted line to the Director, Global Talent Acquisition, working as a trusted recruiting partner to the business and helping ensure hiring is delivered with speed, quality, and consistency. What You'll Do: Own full-cycle recruiting for roles supporting UK, EMEA, APAC, and global teams (scope may include corporate, commercial, and/or operations roles depending on hiring plans). Partner with hiring managers to align on role requirements, interview plans, scorecards, and timelines. Proactively source and engage talent using a mix of LinkedIn, networking, referrals, and targeted outreach. Screen candidates, coordinate interviews, and guide stakeholders through selection and offer decisions. Maintain accurate, real-time activity and candidate notes in the ATS (Jobvite experience is a plus). Manage candidate communication from initial outreach through offer acceptance, ensuring a timely and professional experience. Support offer processes and pre onboarding steps in partnership with People & Culture to ensure smooth transitions. Track and report recruitment metrics and pipeline health, aligned globally; share insights and recommendations to improve outcomes. Support consistent and inclusive hiring practices aligned with Company standards. Support global TA projects as needed (process improvements, interview training, talent mapping, etc.). Manage relationships with external partners (agencies, vendors) when required, ensuring quality and value. Maintain up-to-date working knowledge of current employment legislation and market trends to keep Funko at the forefront of top quality recruitment standards. Partner with the VP, People and Culture regarding the ROW recruitment budget. Additional miscellaneous duties and projects as assigned which may include cross team initiatives across all global locations. Travel will be required within this role. What You'll Bring: Significant recruiting experience (in house and/or agency), supporting multiple departments and levels. Experience partnering with stakeholders across regions/time zones in a global environment. Ability to assess and understand business needs, culture and the external landscape, to identify effective candidates Broad talent network to source top quality candidates, particularly across the EMEA and APAC regions. Strong sourcing capability with comfort and resilience operating in a fast paced hiring environment. High attention to detail and strong process discipline. Clear, confident communication skills and the ability to advise and influence hiring managers. ATS proficiency; Jobvite experience is a plus. Experience in FMCG is a plus (or adjacent consumer/product driven environments). Working knowledge of recruiting best practices and compliance considerations, with a UK lens and awareness of global nuance. Collaborative and professional working style, with a strong sense of ownership and a positive, 'can do' mindset. Ability to handle confidential information discreetly and protect employee privacy. Excellent written and verbal communication Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, colour, religion, gender, gender identity, sexual orientation, national origin or disability status. The above statements are intended to describe the general nature and level of work being performed by this role holder. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and all employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
May 02, 2026
Full time
Title: Talent Acquisition Partner (FTC) LOCATION: London, Hammersmith WORKING PATTERN: Mon - Fri (37.5 hours), Eligible for virtual working / flexible working reports to: Vice president, people & culture - row (dotted line to director, global talent acquisition) Role Purpose As the Talent Acquisition Partner based in our London office, you'll help deliver a strong candidate experience while supporting global hiring needs across teams and time zones. You'll manage end-to-end recruitment for a variety of roles, partnering closely with hiring managers and People & Culture leaders to build strong pipelines, run efficient processes, and land world class talent. This role reports dually into the VP, People and Culture - ROW, with a dotted line to the Director, Global Talent Acquisition, working as a trusted recruiting partner to the business and helping ensure hiring is delivered with speed, quality, and consistency. What You'll Do: Own full-cycle recruiting for roles supporting UK, EMEA, APAC, and global teams (scope may include corporate, commercial, and/or operations roles depending on hiring plans). Partner with hiring managers to align on role requirements, interview plans, scorecards, and timelines. Proactively source and engage talent using a mix of LinkedIn, networking, referrals, and targeted outreach. Screen candidates, coordinate interviews, and guide stakeholders through selection and offer decisions. Maintain accurate, real-time activity and candidate notes in the ATS (Jobvite experience is a plus). Manage candidate communication from initial outreach through offer acceptance, ensuring a timely and professional experience. Support offer processes and pre onboarding steps in partnership with People & Culture to ensure smooth transitions. Track and report recruitment metrics and pipeline health, aligned globally; share insights and recommendations to improve outcomes. Support consistent and inclusive hiring practices aligned with Company standards. Support global TA projects as needed (process improvements, interview training, talent mapping, etc.). Manage relationships with external partners (agencies, vendors) when required, ensuring quality and value. Maintain up-to-date working knowledge of current employment legislation and market trends to keep Funko at the forefront of top quality recruitment standards. Partner with the VP, People and Culture regarding the ROW recruitment budget. Additional miscellaneous duties and projects as assigned which may include cross team initiatives across all global locations. Travel will be required within this role. What You'll Bring: Significant recruiting experience (in house and/or agency), supporting multiple departments and levels. Experience partnering with stakeholders across regions/time zones in a global environment. Ability to assess and understand business needs, culture and the external landscape, to identify effective candidates Broad talent network to source top quality candidates, particularly across the EMEA and APAC regions. Strong sourcing capability with comfort and resilience operating in a fast paced hiring environment. High attention to detail and strong process discipline. Clear, confident communication skills and the ability to advise and influence hiring managers. ATS proficiency; Jobvite experience is a plus. Experience in FMCG is a plus (or adjacent consumer/product driven environments). Working knowledge of recruiting best practices and compliance considerations, with a UK lens and awareness of global nuance. Collaborative and professional working style, with a strong sense of ownership and a positive, 'can do' mindset. Ability to handle confidential information discreetly and protect employee privacy. Excellent written and verbal communication Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, colour, religion, gender, gender identity, sexual orientation, national origin or disability status. The above statements are intended to describe the general nature and level of work being performed by this role holder. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and all employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
An exciting opportunity has arisen for an experienced Head of Service Charges, Rent and Income to work with a Housing Provider based in Norfolk on a Permanent basis. Salary: 65,000 Per Annum The Head of Service Charge, Rents and Income provides strategic leadership and operational oversight for the client's service charges, rent application and income collection activities. Ensuring that delivery is complaint, customer-focused, and aligned with best practice whilst maximising income across the and 7000+ homes, homeowners, freeholders on estate and garages. The postholder leads on policy development, process improvement, and system enhancements of services under their remit whilst being innovative and ensuring they comply with legislative, regulatory and sector changes Duties: Responsible for the Rent and Charges notification process, estimate consultation process, Actual Account Process, Sinking Fund Process, Major Work Final Account Process and Collections processes. Develop, maintain, and own the Service Charge Policy, Income Collection Policy and Feed into the groups Rent Setting policy owned by Finance. Develop strategies for income collection to ensure cost recovery and minimise arrears across all tenures. Develop strategies for financial inclusion and debt advice, helping residents access welfare benefits to sustain their tenancies. Set and monitor rigorous Key Performance Indicators (KPIs) Represent the client at regional and national housing forums, building the organisation's profile and influence. Leadership of the day-to-day operations, role modelling a culture of learning, ownership, and trust Provide visible, values-based leadership contributing to cross departmental collaboration. Support colleagues to enhance and apply their technical knowledge to deliver an effective service to tenants, residents, and stakeholders. Support the organisation to improve organisation knowledge regarding service charges, rent & income collection. Coach and mentor future leaders, promoting a culture of empowerment and accountability. Create a culture of creativity, innovation and problem solving with all team members. Cultivate a sense of ownership, responsibility and curiosity within all teams ensuring staff feel empowered and connected to our Inspiring strategy. Act as an ambassador for the client and explore ways in which to represent the work that we do and collaborative working. Deputise for the Director of Tenant Services as require Experience Required: Demonstrable and extensive experience working in a senior housing management role a Social Housing or Local Authority setting. In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate). Deep understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents. Experience of income collection and welfare benefits. Experience in creating and developing policy and procedures. Substantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards. Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations. Experience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans. Experience in leading customer facing teams and a history of customer excellence & performance against KPI's. Extensive knowledge of law and housing legislation related to rents, service charge, leasehold management, managing agents and income collection to ensure compliance and effective service delivery. Extensive stakeholder management of both internal and external stakeholders
May 02, 2026
Full time
An exciting opportunity has arisen for an experienced Head of Service Charges, Rent and Income to work with a Housing Provider based in Norfolk on a Permanent basis. Salary: 65,000 Per Annum The Head of Service Charge, Rents and Income provides strategic leadership and operational oversight for the client's service charges, rent application and income collection activities. Ensuring that delivery is complaint, customer-focused, and aligned with best practice whilst maximising income across the and 7000+ homes, homeowners, freeholders on estate and garages. The postholder leads on policy development, process improvement, and system enhancements of services under their remit whilst being innovative and ensuring they comply with legislative, regulatory and sector changes Duties: Responsible for the Rent and Charges notification process, estimate consultation process, Actual Account Process, Sinking Fund Process, Major Work Final Account Process and Collections processes. Develop, maintain, and own the Service Charge Policy, Income Collection Policy and Feed into the groups Rent Setting policy owned by Finance. Develop strategies for income collection to ensure cost recovery and minimise arrears across all tenures. Develop strategies for financial inclusion and debt advice, helping residents access welfare benefits to sustain their tenancies. Set and monitor rigorous Key Performance Indicators (KPIs) Represent the client at regional and national housing forums, building the organisation's profile and influence. Leadership of the day-to-day operations, role modelling a culture of learning, ownership, and trust Provide visible, values-based leadership contributing to cross departmental collaboration. Support colleagues to enhance and apply their technical knowledge to deliver an effective service to tenants, residents, and stakeholders. Support the organisation to improve organisation knowledge regarding service charges, rent & income collection. Coach and mentor future leaders, promoting a culture of empowerment and accountability. Create a culture of creativity, innovation and problem solving with all team members. Cultivate a sense of ownership, responsibility and curiosity within all teams ensuring staff feel empowered and connected to our Inspiring strategy. Act as an ambassador for the client and explore ways in which to represent the work that we do and collaborative working. Deputise for the Director of Tenant Services as require Experience Required: Demonstrable and extensive experience working in a senior housing management role a Social Housing or Local Authority setting. In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate). Deep understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents. Experience of income collection and welfare benefits. Experience in creating and developing policy and procedures. Substantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards. Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations. Experience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans. Experience in leading customer facing teams and a history of customer excellence & performance against KPI's. Extensive knowledge of law and housing legislation related to rents, service charge, leasehold management, managing agents and income collection to ensure compliance and effective service delivery. Extensive stakeholder management of both internal and external stakeholders
Associate Director - Structural Engineering We are an established, independently owned consultancy providing integrated engineering, design and technical advisory services to the built environment. With a strong reputation for delivering high-quality, sustainable solutions, we work with clients across the full project lifecycle and a broad range of development and infrastructure sectors. As part of our strategic growth, we are seeking an Associate Director - Structural Engineering to play a key leadership role within our regional business. This is a senior opportunity for an experienced, commercially aware structural engineer who is motivated to help shape the direction, capability and market presence of a growing consultancy. The Role You will take a leading role in delivering complex structural engineering projects while supporting the expansion of the local team and client base. Working closely with senior leadership, you will combine technical excellence with strong client engagement and commercial awareness, helping to secure and deliver work across multiple sectors. Projects range from new build to refurbishment and reuse, including residential, commercial, education, healthcare, research, industrial and mixed-use developments. Key Responsibilities Business & Client Leadership Develop and maintain strong client relationships at regional and national levels Identify and support new business opportunities, including cross-disciplinary work Contribute to bids, tenders and fee proposals Act as an ambassador for the business through networking and industry engagement Technical & Project Delivery Lead structural engineering commissions from concept to completion Oversee and review design outputs, ensuring quality, compliance and programme delivery Provide practical, innovative solutions to complex engineering challenges Team Leadership & Governance Provide senior technical guidance and quality assurance Mentor and support the development of engineers and technical staff Promote best practice, CPD and continuous improvement About You Degree in Civil or Structural Engineering (or equivalent) Chartered Engineer (ICE or IStructE) Typically 10+ years' consultancy experience in a client-facing role Strong background in building structures and complex developments Sound knowledge of UK standards, legislation and BIM-enabled design Confident communicator with strong leadership and commercial skills Reward & Benefits We offer a competitive and flexible package, including: Market-aligned salary Employer pension contribution Private medical insurance and life assurance Generous annual leave with flexible options Hybrid and flexible working Structured CPD and professional support Cycle-to-work and season ticket loans Health and wellbeing benefits Modern, collaborative working environment If you are looking for a senior role where you can genuinely influence projects, people and strategy, we would be delighted to hear from you.
May 02, 2026
Full time
Associate Director - Structural Engineering We are an established, independently owned consultancy providing integrated engineering, design and technical advisory services to the built environment. With a strong reputation for delivering high-quality, sustainable solutions, we work with clients across the full project lifecycle and a broad range of development and infrastructure sectors. As part of our strategic growth, we are seeking an Associate Director - Structural Engineering to play a key leadership role within our regional business. This is a senior opportunity for an experienced, commercially aware structural engineer who is motivated to help shape the direction, capability and market presence of a growing consultancy. The Role You will take a leading role in delivering complex structural engineering projects while supporting the expansion of the local team and client base. Working closely with senior leadership, you will combine technical excellence with strong client engagement and commercial awareness, helping to secure and deliver work across multiple sectors. Projects range from new build to refurbishment and reuse, including residential, commercial, education, healthcare, research, industrial and mixed-use developments. Key Responsibilities Business & Client Leadership Develop and maintain strong client relationships at regional and national levels Identify and support new business opportunities, including cross-disciplinary work Contribute to bids, tenders and fee proposals Act as an ambassador for the business through networking and industry engagement Technical & Project Delivery Lead structural engineering commissions from concept to completion Oversee and review design outputs, ensuring quality, compliance and programme delivery Provide practical, innovative solutions to complex engineering challenges Team Leadership & Governance Provide senior technical guidance and quality assurance Mentor and support the development of engineers and technical staff Promote best practice, CPD and continuous improvement About You Degree in Civil or Structural Engineering (or equivalent) Chartered Engineer (ICE or IStructE) Typically 10+ years' consultancy experience in a client-facing role Strong background in building structures and complex developments Sound knowledge of UK standards, legislation and BIM-enabled design Confident communicator with strong leadership and commercial skills Reward & Benefits We offer a competitive and flexible package, including: Market-aligned salary Employer pension contribution Private medical insurance and life assurance Generous annual leave with flexible options Hybrid and flexible working Structured CPD and professional support Cycle-to-work and season ticket loans Health and wellbeing benefits Modern, collaborative working environment If you are looking for a senior role where you can genuinely influence projects, people and strategy, we would be delighted to hear from you.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Regional Leadership. Operational Performance. Customer Excellence. Are you a senior operational - change & transformation leader with experience in engineering services, lift, construction or a related technical industry ? Liftec Express a leading independent provider of lift maintenance, repair and modernisation services is looking for a Head of Service Operations (London & Southeast) to lead one of its most critical regions. This is a high-impact leadership role responsible for safety, operational performance, customer satisfaction and full P&L ownership, driving service & repair excellence across a large and complex service portfolio. You ll play a key role in shaping operational standards, improving performance and supporting the continued growth of the business. The Role at a Glance Head of Service Operations (Service & Repairs) Dartford, Kent - covering London & Southeast Competitive Base Salary Plus Extensive Benefits Package inc Car Allowance, Bonus, Generous Pension Full Time Company: Pioneer of the British lift industry. Formerly part of global brand Otis now Private Equity-backed by R Capital. An independent engineering services provider specialising in lift maintenance, repair, modernisation and installation. Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs and government facilities. Culture: Safety, Ethics & Quality Focused The Opportunity This is a pivotal role leading Liftec Express service and repairs operations across London and the Southeast. You will take full ownership of operational delivery, ensuring safe, reliable and high-quality service while driving efficiency, productivity, customer satisfaction and profitability. Working closely with the Managing Director and leadership team, you will lead a large operational team and play a key role in developing a high-performance, customer-focused culture. Responsibilities Operational Leadership & Delivery • Lead the safe delivery of lift maintenance and repair services across the region • Ensure service delivery meets contractual commitments and customer expectations • Drive operational efficiency through planning, scheduling and resource allocation • Implement and monitor service processes and KPIs including productivity and response times Commercial & P&L Ownership • Take full responsibility for regional P&L performance • Deliver revenue, margin, profitability and cash targets • Identify opportunities to grow the service portfolio and expand customer relationships Customer & Stakeholder Management • Build strong relationships with key customers, consultants and stakeholders • Act as escalation point for operational and service-related issues • Ensure high levels of customer satisfaction and long-term retention Leadership & Team Development • Lead, coach and develop Service Delivery Managers, Repair Managers and engineers • Build and maintain a high-performing, accountable culture • Drive engagement, performance and continuous improvement across teams Compliance, Safety & Governance • Maintain the highest EH&S standards across all operations • Ensure compliance with regulations, industry standards and company policies • Support cross-functional and regional initiatives across the business About You You are an experienced operational leader with a strong track record in engineering services, lift, construction or a related technical industry. You will likely have • Proven experience in a senior operational leadership role • Strong track record of improving operational performance and profitability • Experience managing P&L and delivering commercial targets • Ability to build relationships with major clients and senior stakeholders • Experience leading and developing high-performing teams • Strong organisational skills with high levels of ownership and accountability • Excellent communication skills across technical and non-technical audiences • Confidence handling escalations and complex operational challenges • Commercial awareness with the ability to identify growth opportunities • Experience within a transforming, scaling or turnaround business environment would be highly beneficial. Behaviours & Values • Open-minded and inquisitive embraces continuous improvement • Extreme ownership takes accountability for results and solutions • Customer centric prioritises long-term relationships and service excellence • Honesty and integrity acts with transparency and professionalism • Doing the basics brilliantly focuses on safety, discipline and consistent execution Benefits • Pension Aviva • Car allowance • Holiday 25 days plus bank holidays • Employee Assistance Programme • Death in Service 3 x Salary • Employee Referral Scheme • Discounts Platform • Enhanced family policies Why Join Liftec Express? • Senior leadership role with full operational and commercial ownership • Opportunity to lead a key region within a growing PE-backed business • Strong focus on operational excellence, safety and customer satisfaction • Influence business transformation and performance improvement • Work with a respected brand in the lift and engineering services sector If you are a driven operational leader ready to take ownership of a major region and deliver service excellence at scale, we would love to hear from you. Apply now to explore this opportunity in confidence. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
May 02, 2026
Full time
Regional Leadership. Operational Performance. Customer Excellence. Are you a senior operational - change & transformation leader with experience in engineering services, lift, construction or a related technical industry ? Liftec Express a leading independent provider of lift maintenance, repair and modernisation services is looking for a Head of Service Operations (London & Southeast) to lead one of its most critical regions. This is a high-impact leadership role responsible for safety, operational performance, customer satisfaction and full P&L ownership, driving service & repair excellence across a large and complex service portfolio. You ll play a key role in shaping operational standards, improving performance and supporting the continued growth of the business. The Role at a Glance Head of Service Operations (Service & Repairs) Dartford, Kent - covering London & Southeast Competitive Base Salary Plus Extensive Benefits Package inc Car Allowance, Bonus, Generous Pension Full Time Company: Pioneer of the British lift industry. Formerly part of global brand Otis now Private Equity-backed by R Capital. An independent engineering services provider specialising in lift maintenance, repair, modernisation and installation. Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs and government facilities. Culture: Safety, Ethics & Quality Focused The Opportunity This is a pivotal role leading Liftec Express service and repairs operations across London and the Southeast. You will take full ownership of operational delivery, ensuring safe, reliable and high-quality service while driving efficiency, productivity, customer satisfaction and profitability. Working closely with the Managing Director and leadership team, you will lead a large operational team and play a key role in developing a high-performance, customer-focused culture. Responsibilities Operational Leadership & Delivery • Lead the safe delivery of lift maintenance and repair services across the region • Ensure service delivery meets contractual commitments and customer expectations • Drive operational efficiency through planning, scheduling and resource allocation • Implement and monitor service processes and KPIs including productivity and response times Commercial & P&L Ownership • Take full responsibility for regional P&L performance • Deliver revenue, margin, profitability and cash targets • Identify opportunities to grow the service portfolio and expand customer relationships Customer & Stakeholder Management • Build strong relationships with key customers, consultants and stakeholders • Act as escalation point for operational and service-related issues • Ensure high levels of customer satisfaction and long-term retention Leadership & Team Development • Lead, coach and develop Service Delivery Managers, Repair Managers and engineers • Build and maintain a high-performing, accountable culture • Drive engagement, performance and continuous improvement across teams Compliance, Safety & Governance • Maintain the highest EH&S standards across all operations • Ensure compliance with regulations, industry standards and company policies • Support cross-functional and regional initiatives across the business About You You are an experienced operational leader with a strong track record in engineering services, lift, construction or a related technical industry. You will likely have • Proven experience in a senior operational leadership role • Strong track record of improving operational performance and profitability • Experience managing P&L and delivering commercial targets • Ability to build relationships with major clients and senior stakeholders • Experience leading and developing high-performing teams • Strong organisational skills with high levels of ownership and accountability • Excellent communication skills across technical and non-technical audiences • Confidence handling escalations and complex operational challenges • Commercial awareness with the ability to identify growth opportunities • Experience within a transforming, scaling or turnaround business environment would be highly beneficial. Behaviours & Values • Open-minded and inquisitive embraces continuous improvement • Extreme ownership takes accountability for results and solutions • Customer centric prioritises long-term relationships and service excellence • Honesty and integrity acts with transparency and professionalism • Doing the basics brilliantly focuses on safety, discipline and consistent execution Benefits • Pension Aviva • Car allowance • Holiday 25 days plus bank holidays • Employee Assistance Programme • Death in Service 3 x Salary • Employee Referral Scheme • Discounts Platform • Enhanced family policies Why Join Liftec Express? • Senior leadership role with full operational and commercial ownership • Opportunity to lead a key region within a growing PE-backed business • Strong focus on operational excellence, safety and customer satisfaction • Influence business transformation and performance improvement • Work with a respected brand in the lift and engineering services sector If you are a driven operational leader ready to take ownership of a major region and deliver service excellence at scale, we would love to hear from you. Apply now to explore this opportunity in confidence. Application notice We take your privacy seriously. As you might expect you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
This role supports one of New Zealand's most significant and technically complex vertical infrastructure development currently underway. The project is a large-scale, secure operational facility being delivered through a Public Private Partnership (PPP) and joint venture model, bringing together some of the country's most experienced construction, engineering and service delivery organisations. Designed to operate around the clock once complete, the facility incorporates high-security environments, complex building systems, and long-term asset management requirements. The project environment is fast-paced, highly collaborative and governance-led, with strong interface management across public and private sector stakeholders. About the Opportunity Joining this project offers the rare chance to be part of a high-profile, nationally important build from within an established and well-resourced delivery team. You will work alongside industry specialists in a project setting that values professionalism, discretion and excellence, while offering exposure to sophisticated commercial, security and operational frameworks unique to PPP projects. This is an opportunity for someone who thrives in structured, high-accountability environments and is motivated by contributing to infrastructure that delivers lasting public value. About the Role We are seeking a highly capable QHSE Manager to provide senior leadership across quality, safety, health and environmental performance on this landmark project. Based in Templeton, Christchurch and reporting to the Project Director, this role will partner closely with project leadership, delivery teams, subcontractors and client representatives to establish and maintain a high-performing QHSE culture. The successful candidate will be responsible for embedding robust systems, driving visible leadership, supporting informed decision-making and ensuring disciplined delivery in line with project, contractual and legislative requirements. This role is ideally suited to a leader who thrives in complex, high-accountability environments and has the credibility, judgement and presence to influence outcomes at all levels of a major project. Key Responsibilities In this role, you will: Provide senior leadership, direction and professional advice across quality, safety, health and environment for the project Establish, implement and continuously improve project QSHE systems, plans, assurance activities and reporting frameworks Lead the development of a strong, proactive and visible project culture, with a particular focus on leadership accountability and frontline engagement Partner with project leaders and delivery teams to integrate QHSE requirements into planning, design, mobilisation, construction and project controls Drive compliance with project requirements, legal obligations, client expectations and applicable management system standards Lead audit, assurance, monitoring and review activities to verify performance and identify opportunities for improvement Support incident reporting, investigation, learning reviews, corrective actions and trend analysis to strengthen risk controls and project performance Influence subcontractors and suppliers to achieve consistent standards and aligned QHSE outcomes across the project Support quality outcomes through effective assurance, verification, non-conformance management and continuous improvement processes Contribute to project governance, strategic planning and leadership decision-making through clear performance insights and practical advice About You To be successful in this role, you will bring: Significant experience in a senior QHSE leadership role on a major construction, infrastructure or similarly complex operational project Demonstrated capability to lead safety culture, quality assurance and environmental performance in high-risk, multi-stakeholder environments Strong understanding of project governance, assurance, compliance and management systems in a structured delivery environment Proven ability to coach and influence leaders, delivery teams and subcontractors to achieve high standards and consistent behaviours Experience in project start-up, mobilisation and the embedding of systems, expectations and performance frameworks from the early stages of delivery Strong judgement, resilience and the ability to balance strategic priorities with operational realities Highly developed communication and stakeholder engagement skills, with the confidence to work across senior leadership, project teams and external parties Qualifications, Skills and Experience You will ideally have: Relevant tertiary qualifications in health and safety, environmental management, engineering, quality, risk or a related discipline, or equivalent practical experience At least 10 years' experience in QHSE roles within major construction, infrastructure, industrial or similarly complex project environments Proven leadership experience in the development and implementation of QHSE systems, governance and assurance processes
May 02, 2026
Full time
This role supports one of New Zealand's most significant and technically complex vertical infrastructure development currently underway. The project is a large-scale, secure operational facility being delivered through a Public Private Partnership (PPP) and joint venture model, bringing together some of the country's most experienced construction, engineering and service delivery organisations. Designed to operate around the clock once complete, the facility incorporates high-security environments, complex building systems, and long-term asset management requirements. The project environment is fast-paced, highly collaborative and governance-led, with strong interface management across public and private sector stakeholders. About the Opportunity Joining this project offers the rare chance to be part of a high-profile, nationally important build from within an established and well-resourced delivery team. You will work alongside industry specialists in a project setting that values professionalism, discretion and excellence, while offering exposure to sophisticated commercial, security and operational frameworks unique to PPP projects. This is an opportunity for someone who thrives in structured, high-accountability environments and is motivated by contributing to infrastructure that delivers lasting public value. About the Role We are seeking a highly capable QHSE Manager to provide senior leadership across quality, safety, health and environmental performance on this landmark project. Based in Templeton, Christchurch and reporting to the Project Director, this role will partner closely with project leadership, delivery teams, subcontractors and client representatives to establish and maintain a high-performing QHSE culture. The successful candidate will be responsible for embedding robust systems, driving visible leadership, supporting informed decision-making and ensuring disciplined delivery in line with project, contractual and legislative requirements. This role is ideally suited to a leader who thrives in complex, high-accountability environments and has the credibility, judgement and presence to influence outcomes at all levels of a major project. Key Responsibilities In this role, you will: Provide senior leadership, direction and professional advice across quality, safety, health and environment for the project Establish, implement and continuously improve project QSHE systems, plans, assurance activities and reporting frameworks Lead the development of a strong, proactive and visible project culture, with a particular focus on leadership accountability and frontline engagement Partner with project leaders and delivery teams to integrate QHSE requirements into planning, design, mobilisation, construction and project controls Drive compliance with project requirements, legal obligations, client expectations and applicable management system standards Lead audit, assurance, monitoring and review activities to verify performance and identify opportunities for improvement Support incident reporting, investigation, learning reviews, corrective actions and trend analysis to strengthen risk controls and project performance Influence subcontractors and suppliers to achieve consistent standards and aligned QHSE outcomes across the project Support quality outcomes through effective assurance, verification, non-conformance management and continuous improvement processes Contribute to project governance, strategic planning and leadership decision-making through clear performance insights and practical advice About You To be successful in this role, you will bring: Significant experience in a senior QHSE leadership role on a major construction, infrastructure or similarly complex operational project Demonstrated capability to lead safety culture, quality assurance and environmental performance in high-risk, multi-stakeholder environments Strong understanding of project governance, assurance, compliance and management systems in a structured delivery environment Proven ability to coach and influence leaders, delivery teams and subcontractors to achieve high standards and consistent behaviours Experience in project start-up, mobilisation and the embedding of systems, expectations and performance frameworks from the early stages of delivery Strong judgement, resilience and the ability to balance strategic priorities with operational realities Highly developed communication and stakeholder engagement skills, with the confidence to work across senior leadership, project teams and external parties Qualifications, Skills and Experience You will ideally have: Relevant tertiary qualifications in health and safety, environmental management, engineering, quality, risk or a related discipline, or equivalent practical experience At least 10 years' experience in QHSE roles within major construction, infrastructure, industrial or similarly complex project environments Proven leadership experience in the development and implementation of QHSE systems, governance and assurance processes
Health, Safety & Environmental (HSE) Manager Food Manufacturing Oxfordshire Standalone Role with Real Influence Some roles ask you to maintain standards. Others give you the platform to redefine them. This is an opportunity to step into a true site leadership role, where you'll shape not just systems and compliance - but the behaviours, mindset, and culture of an entire manufacturing operation. We're exclusively supporting a well-invested and growing food manufacturing business in Oxfordshire to appoint a Health, Safety & Environmental Manager. This is a standalone position, reporting directly into the Site Director, where you'll partner closely with the Senior Leadership Team to drive a progressive and engaging HSE agenda. If you're someone who believes safety is built through people, not paperwork - this could be exactly what you've been looking for. The Opportunity This is a role with visibility, autonomy, and impact. You'll take ownership of all things HSE on site - from leading management systems and ensuring compliance, to coaching teams and embedding a behavioural safety culture that genuinely sticks. You'll be the voice of HSE at leadership level, while remaining present and influential on the factory floor - building trust, challenging where needed, and inspiring change. Key Responsibilities Shaping Culture & Engagement Drive a proactive, behavioural safety culture across site Engage and influence stakeholders at all levels, from operators to senior leadership Lead safety conversations, observations, and coaching to embed best practice Act as a trusted partner to operational teams, ensuring safe systems of work are practical and effective Systems, Standards & Best Practice Develop, implement and maintain HSE management systems aligned to ISO 45001 and ISO 14001 Own the site risk assessment process, ensuring quality, consistency, and completion of actions Manage environmental aspects and impacts, identifying opportunities for improvement Benchmark externally to bring fresh thinking and continuous improvement to site Incident Management & Compliance Lead the site's incident management process - from initial response through to root cause analysis Ensure corrective and preventative actions are meaningful and embedded Maintain full compliance with all relevant HSE legislation and standards Act as the primary contact for regulatory bodies and external stakeholders Audits, Reporting & Performance Lead internal and external audits, ensuring site readiness at all times Track and report on HSE KPIs, driving accountability and continuous improvement Ensure non-conformances are addressed thoroughly and sustainably Provide clear, insightful reporting to the Senior Leadership Team Training & Capability Building Identify HSE training needs across the site and ensure compliance Deliver engaging and practical training, including inductions Build confidence and capability within teams to take ownership of safety Supporting Site Development Provide HSE input into site projects and continuous improvement initiatives Ensure safety and environmental considerations are embedded in operational decisions About You You'll be a confident, credible HSE professional who thrives in a standalone role - someone who can balance technical expertise with strong influencing skills. We're looking for: Experience within food, beverage, or FMCG manufacturing Strong working knowledge of ISO 45001 and ISO 14001 NEBOSH General Certificate (essential) NEBOSH Diploma (or working towards / willing to achieve) Environmental qualification such as IEMA (or willingness to obtain) And equally important: A hands-on, visible approach - comfortable on the factory floor Strong communication skills, with the ability to influence and engage at all levels The confidence to challenge, coach, and drive behavioural change Highly organised, with a strong attention to detail A mindset focused on improvement, not just compliance Why This Role? This is more than a compliance role - it's a chance to shape the future of HSE on site. You'll have the autonomy to lead, the support of an engaged leadership team, and the opportunity to make a lasting impact in a business that values safety, sustainability, and continuous improvement. If you're ready to take ownership, influence culture, and build something meaningful - we'd love to hear from you. As you know over here at Zest we like to do things properly and always want to keep you, the candidate in the loop. Applying to this 'one of a kind' role you give Zest permission to hold your information. If you want to know more about how Zest look after your personal information please visit our privacy policy on the website (url removed)
May 02, 2026
Full time
Health, Safety & Environmental (HSE) Manager Food Manufacturing Oxfordshire Standalone Role with Real Influence Some roles ask you to maintain standards. Others give you the platform to redefine them. This is an opportunity to step into a true site leadership role, where you'll shape not just systems and compliance - but the behaviours, mindset, and culture of an entire manufacturing operation. We're exclusively supporting a well-invested and growing food manufacturing business in Oxfordshire to appoint a Health, Safety & Environmental Manager. This is a standalone position, reporting directly into the Site Director, where you'll partner closely with the Senior Leadership Team to drive a progressive and engaging HSE agenda. If you're someone who believes safety is built through people, not paperwork - this could be exactly what you've been looking for. The Opportunity This is a role with visibility, autonomy, and impact. You'll take ownership of all things HSE on site - from leading management systems and ensuring compliance, to coaching teams and embedding a behavioural safety culture that genuinely sticks. You'll be the voice of HSE at leadership level, while remaining present and influential on the factory floor - building trust, challenging where needed, and inspiring change. Key Responsibilities Shaping Culture & Engagement Drive a proactive, behavioural safety culture across site Engage and influence stakeholders at all levels, from operators to senior leadership Lead safety conversations, observations, and coaching to embed best practice Act as a trusted partner to operational teams, ensuring safe systems of work are practical and effective Systems, Standards & Best Practice Develop, implement and maintain HSE management systems aligned to ISO 45001 and ISO 14001 Own the site risk assessment process, ensuring quality, consistency, and completion of actions Manage environmental aspects and impacts, identifying opportunities for improvement Benchmark externally to bring fresh thinking and continuous improvement to site Incident Management & Compliance Lead the site's incident management process - from initial response through to root cause analysis Ensure corrective and preventative actions are meaningful and embedded Maintain full compliance with all relevant HSE legislation and standards Act as the primary contact for regulatory bodies and external stakeholders Audits, Reporting & Performance Lead internal and external audits, ensuring site readiness at all times Track and report on HSE KPIs, driving accountability and continuous improvement Ensure non-conformances are addressed thoroughly and sustainably Provide clear, insightful reporting to the Senior Leadership Team Training & Capability Building Identify HSE training needs across the site and ensure compliance Deliver engaging and practical training, including inductions Build confidence and capability within teams to take ownership of safety Supporting Site Development Provide HSE input into site projects and continuous improvement initiatives Ensure safety and environmental considerations are embedded in operational decisions About You You'll be a confident, credible HSE professional who thrives in a standalone role - someone who can balance technical expertise with strong influencing skills. We're looking for: Experience within food, beverage, or FMCG manufacturing Strong working knowledge of ISO 45001 and ISO 14001 NEBOSH General Certificate (essential) NEBOSH Diploma (or working towards / willing to achieve) Environmental qualification such as IEMA (or willingness to obtain) And equally important: A hands-on, visible approach - comfortable on the factory floor Strong communication skills, with the ability to influence and engage at all levels The confidence to challenge, coach, and drive behavioural change Highly organised, with a strong attention to detail A mindset focused on improvement, not just compliance Why This Role? This is more than a compliance role - it's a chance to shape the future of HSE on site. You'll have the autonomy to lead, the support of an engaged leadership team, and the opportunity to make a lasting impact in a business that values safety, sustainability, and continuous improvement. If you're ready to take ownership, influence culture, and build something meaningful - we'd love to hear from you. As you know over here at Zest we like to do things properly and always want to keep you, the candidate in the loop. Applying to this 'one of a kind' role you give Zest permission to hold your information. If you want to know more about how Zest look after your personal information please visit our privacy policy on the website (url removed)
Career Choices Dewis Gyrfa Ltd
Manchester, Lancashire
Advanced Specialist Clinical Pharmacist - Breast Cancer The Christie NHS Foundation Trust Employer: The Christie NHS Foundation Trust Location: Manchester, M20 4BX Contract Type: Permanent Hours: Full time Disability Confident: Yes About this job We have an exciting opportunity for a highly motivated and experienced Advanced Specialist Breast Cancer Pharmacist (Band 8b) to lead and further develop our breast cancer pharmacy services. This is a senior leadership position within our established breast cancer clinical pharmacy team. The post holder will provide strategic and clinical leadership to the breast cancer pharmacy service, working closely with the multidisciplinary team to ensure delivery of high-quality, patient-centred care across both the main Christie site and our outreach and peripheral clinics. You will be accountable for the safe, effective, and evidence-based use of systemic anti-cancer therapies (SACT) for patients with breast cancer. You be joining a supportive and forward-thinking team with a reputation for pioneering work in service delivery for patients with breast cancer. If you are enthusiastic and keen to shape the future of breast cancer pharmacy at one of the UK's most advanced cancer centres we would like to hear from you. To lead and manage the specialist breast cancer pharmacy service, ensuring clinical excellence, service alignment with Trust and national standards, and continuous improvement through defined performance measures. To provide advanced clinical pharmacy expertise, including independent prescribing, multidisciplinary collaboration, and delivery of patient-centred, evidence-based care for breast cancer patients. To oversee medicines optimisation and governance, ensuring safe, effective, and cost-efficient use of cancer medicines through robust protocols, incident management, and regulatory compliance. To manage and develop staff, providing leadership, mentorship, appraisals. To drive innovation and service development, leading initiatives such as pharmacist-led clinics, digital prescribing, and pathway optimisation to improve outcomes and reduce inequalities. To contribute to education, research, and financial stewardship, delivering teaching, audits, and clinical research while managing budgets, forecasting drug expenditure, and supporting sustainability goals. Although the pharmacy service is based at The Christie Hospital main site, postholders may be required to work at any location across the Greater Manchester and Cheshire Cancer Network. The Trust has a flexible working policy and, subject to service commitments, it may also be possible to support an element of working from home. The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK. Key Duties and Responsibilities To lead, develop and manage the specialist breast cancer pharmacy service within the Trust, ensuring alignment with departmental, Trust, and national standards. To provide highly specialist clinical pharmacy advice to other clinicians in multidisciplinary team meetings, outpatient clinics and on an ad hoc basis regarding the management of inpatients undergoing treatment for breast cancer including the management of clinical uncertainty by critically appraising the evidence-base and applying it to novel situations and reaching appropriate decisions in complex, challenging or sensitive environments where there are competing priorities and/or an absence of reliable evidence and in situations where other professionals may challenge the advice given. To act as an independent prescriber for appropriate breast cancer patients, managing own caseload and undertaking pharmacist-led clinics. This will include the management of patients with complex pharmaceutical care issues and distressed patients in emotive circumstances. To record personally generated information in the patient's Electronic Case Notes and Electronic Prescribing systems. To support patient-centred care by providing expert medicines advice, promoting adherence, and facilitating shared decision-making including verbal and written communication of highly complex drug or medicine related information to patients and relatives or carers including patients who may have language difficulties, physical or mental disabilities. To identify service improvement opportunities to meet the changing requirements of both the patient population and the Trust and take a pro active role in the development and implementation of these initiatives both within the Trust and with external agencies across the network where applicable e.g.: Greater Manchester Breast pathway board, NorthWest Genomics Laboratory Hub. To drive innovation in the treatment of patients with breast cancer, including pharmacist led clinics, supportive care interventions, and digital prescribing systems (EPMA). To establish a series of performance measures (discussed and agreed with the Consultant breast cancer pharmacist, and Service Manager & the Director of Pharmacy) against which the success of the post will be measured and reviewed on an ongoing basis. To lead and take responsibility for specific projects involving business planning for service expansion, workforce models, delivery of Trust and NHS strategy in shaping the breast cancer services across the organisation which may impact across or within departments, services or agencies external to the organization and collaborate with key stakeholders. To work collaboratively with other organisations across the network to encourage and support the implementation of creative and innovative service models to improve healthcare inequality and drive efficiencies across the system. To identify opportunities to reduce health inequalities and improve access to optimal breast cancer treatments across the network. To develop, implement, and maintain treatment protocols, prescribing guidelines, standard operating procedures and patient information in collaboration with the consultant pharmacist, clinicians and nursing teams. To collaborate in the development and monitoring of breast cancer specific homecare, self administration, and pathway optimisation initiatives and monitor expenditure across these areas. To be responsible for proactive reporting, investigating and reviewing trends in medication incidents in collaboration with the Medicines Safety Officer. Including risk assessment and leading on the implementation of actions with the wider multidisciplinary team to reduce likelihood of future harm and share learning through relevant governance committees. To maintain assurance that high cost, high risk medicines are used appropriately with robust governance processes. To act as a national opinion leader through involvement in guideline development, advisory boards, and specialist forums. To represent the Trust in regional and national projects to advance breast cancer pharmaceutical services. To deputise for the Breast Cancer Consultant Pharmacist at local, regional, and national level meetings (e.g. GM Cancer Breast Pathway Board). To continuously deliver and evaluate clinical pharmacy services and lead on service improvements to optimise breast cancer medication use and contribute to service/system efficiencies. To provide specialist teaching, supervision, and mentorship to pharmacy staff, medical staff, nurses, allied health professionals and students. To develop educational resources for both staff and patients and contribute to local and national training programmes in breast cancer and oncology pharmacy. To initiate, plan, organise, lead and participate in research, clinical audits, quality improvement projects, and service evaluation and disseminate findings through publications, conferences, and professional networks. To monitor and forecast breast cancer drug expenditure in collaboration with pharmacy leadership and consultant teams. To ensure safe, effective, and cost efficient use of medicines for patients with breast cancer, including horizon scanning and implementation of commissioning decisions. To analyse prescribing trends and implement cost saving initiatives while maintaining patient safety and outcomes including the generation of reports from Electronic Prescribing Systems where required. To provide expert advice on procurement, named patient requests, and management of drug shortages. To provide direct line management and professional leadership for specialist breast cancer pharmacists and pharmacy technicians within the oncology clinical pharmacy team. To undertake appraisals, supervision, training, and performance management of staff. . click apply for full job details
May 02, 2026
Full time
Advanced Specialist Clinical Pharmacist - Breast Cancer The Christie NHS Foundation Trust Employer: The Christie NHS Foundation Trust Location: Manchester, M20 4BX Contract Type: Permanent Hours: Full time Disability Confident: Yes About this job We have an exciting opportunity for a highly motivated and experienced Advanced Specialist Breast Cancer Pharmacist (Band 8b) to lead and further develop our breast cancer pharmacy services. This is a senior leadership position within our established breast cancer clinical pharmacy team. The post holder will provide strategic and clinical leadership to the breast cancer pharmacy service, working closely with the multidisciplinary team to ensure delivery of high-quality, patient-centred care across both the main Christie site and our outreach and peripheral clinics. You will be accountable for the safe, effective, and evidence-based use of systemic anti-cancer therapies (SACT) for patients with breast cancer. You be joining a supportive and forward-thinking team with a reputation for pioneering work in service delivery for patients with breast cancer. If you are enthusiastic and keen to shape the future of breast cancer pharmacy at one of the UK's most advanced cancer centres we would like to hear from you. To lead and manage the specialist breast cancer pharmacy service, ensuring clinical excellence, service alignment with Trust and national standards, and continuous improvement through defined performance measures. To provide advanced clinical pharmacy expertise, including independent prescribing, multidisciplinary collaboration, and delivery of patient-centred, evidence-based care for breast cancer patients. To oversee medicines optimisation and governance, ensuring safe, effective, and cost-efficient use of cancer medicines through robust protocols, incident management, and regulatory compliance. To manage and develop staff, providing leadership, mentorship, appraisals. To drive innovation and service development, leading initiatives such as pharmacist-led clinics, digital prescribing, and pathway optimisation to improve outcomes and reduce inequalities. To contribute to education, research, and financial stewardship, delivering teaching, audits, and clinical research while managing budgets, forecasting drug expenditure, and supporting sustainability goals. Although the pharmacy service is based at The Christie Hospital main site, postholders may be required to work at any location across the Greater Manchester and Cheshire Cancer Network. The Trust has a flexible working policy and, subject to service commitments, it may also be possible to support an element of working from home. The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK. Key Duties and Responsibilities To lead, develop and manage the specialist breast cancer pharmacy service within the Trust, ensuring alignment with departmental, Trust, and national standards. To provide highly specialist clinical pharmacy advice to other clinicians in multidisciplinary team meetings, outpatient clinics and on an ad hoc basis regarding the management of inpatients undergoing treatment for breast cancer including the management of clinical uncertainty by critically appraising the evidence-base and applying it to novel situations and reaching appropriate decisions in complex, challenging or sensitive environments where there are competing priorities and/or an absence of reliable evidence and in situations where other professionals may challenge the advice given. To act as an independent prescriber for appropriate breast cancer patients, managing own caseload and undertaking pharmacist-led clinics. This will include the management of patients with complex pharmaceutical care issues and distressed patients in emotive circumstances. To record personally generated information in the patient's Electronic Case Notes and Electronic Prescribing systems. To support patient-centred care by providing expert medicines advice, promoting adherence, and facilitating shared decision-making including verbal and written communication of highly complex drug or medicine related information to patients and relatives or carers including patients who may have language difficulties, physical or mental disabilities. To identify service improvement opportunities to meet the changing requirements of both the patient population and the Trust and take a pro active role in the development and implementation of these initiatives both within the Trust and with external agencies across the network where applicable e.g.: Greater Manchester Breast pathway board, NorthWest Genomics Laboratory Hub. To drive innovation in the treatment of patients with breast cancer, including pharmacist led clinics, supportive care interventions, and digital prescribing systems (EPMA). To establish a series of performance measures (discussed and agreed with the Consultant breast cancer pharmacist, and Service Manager & the Director of Pharmacy) against which the success of the post will be measured and reviewed on an ongoing basis. To lead and take responsibility for specific projects involving business planning for service expansion, workforce models, delivery of Trust and NHS strategy in shaping the breast cancer services across the organisation which may impact across or within departments, services or agencies external to the organization and collaborate with key stakeholders. To work collaboratively with other organisations across the network to encourage and support the implementation of creative and innovative service models to improve healthcare inequality and drive efficiencies across the system. To identify opportunities to reduce health inequalities and improve access to optimal breast cancer treatments across the network. To develop, implement, and maintain treatment protocols, prescribing guidelines, standard operating procedures and patient information in collaboration with the consultant pharmacist, clinicians and nursing teams. To collaborate in the development and monitoring of breast cancer specific homecare, self administration, and pathway optimisation initiatives and monitor expenditure across these areas. To be responsible for proactive reporting, investigating and reviewing trends in medication incidents in collaboration with the Medicines Safety Officer. Including risk assessment and leading on the implementation of actions with the wider multidisciplinary team to reduce likelihood of future harm and share learning through relevant governance committees. To maintain assurance that high cost, high risk medicines are used appropriately with robust governance processes. To act as a national opinion leader through involvement in guideline development, advisory boards, and specialist forums. To represent the Trust in regional and national projects to advance breast cancer pharmaceutical services. To deputise for the Breast Cancer Consultant Pharmacist at local, regional, and national level meetings (e.g. GM Cancer Breast Pathway Board). To continuously deliver and evaluate clinical pharmacy services and lead on service improvements to optimise breast cancer medication use and contribute to service/system efficiencies. To provide specialist teaching, supervision, and mentorship to pharmacy staff, medical staff, nurses, allied health professionals and students. To develop educational resources for both staff and patients and contribute to local and national training programmes in breast cancer and oncology pharmacy. To initiate, plan, organise, lead and participate in research, clinical audits, quality improvement projects, and service evaluation and disseminate findings through publications, conferences, and professional networks. To monitor and forecast breast cancer drug expenditure in collaboration with pharmacy leadership and consultant teams. To ensure safe, effective, and cost efficient use of medicines for patients with breast cancer, including horizon scanning and implementation of commissioning decisions. To analyse prescribing trends and implement cost saving initiatives while maintaining patient safety and outcomes including the generation of reports from Electronic Prescribing Systems where required. To provide expert advice on procurement, named patient requests, and management of drug shortages. To provide direct line management and professional leadership for specialist breast cancer pharmacists and pharmacy technicians within the oncology clinical pharmacy team. To undertake appraisals, supervision, training, and performance management of staff. . click apply for full job details
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
May 02, 2026
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action
Any company can tell you about how they are a multi award winning, market leading business and yes, we're both of those things in the world of IoT connectivity! But we're more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over18 million IoT subscriptionsactive in165 countriesand direct partnerships with50 mobile networks, we connect you to more than750 networks worldwide, delivering unmatched value across the IoT connectivity chain. Innovation is in our DNA, and we have an insatiable hunger to 'wow'! While we may not always get it right, our drive to collaborate, innovate, and achieve top notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities. The Opportunity We are seeking an exceptional Managing Director - Operations to lead and scale the operational backbone of Wireless Logic. This role is accountable for the end-to-end operational performance of the business, ensuring that we can sell, deliver, bill, support, comply and govern effectively at scale. You will play a critical role in enabling growth while ensuring operational control, consistency, and resilience across a complex, international organisation. Working in close partnership with the Managing Director - Technology, this role ensures alignment between service delivery, platform reliability and change, supporting a high availability, regulated and product led business. This is a highly strategic and hands on leadership role requiring strong commercial, operational and governance expertise. Key Responsibilities Include But Not Limited To: End-to-End Operational Leadership Own operational performance across: Customer service delivery Commercial lifecycle (Contract-to-Cash) Internal IT and business systems Compliance, quality and ESG Legal governance Ensure operations are predictable, scalable, controlled and auditable Translate company strategy into repeatable, high-quality operational execution Drive alignment between service delivery, commercial performance and operational control Customer Service & Experience Own the customer service operating model and customer experience outcomes Ensure service operations: Deliver consistent, high-quality customer support Meet contractual SLAs and performance standards Provide clear communication during incidents and change Partner with Technology to: Manage customer impact during incidents Ensure effective service recovery and coordination Ensure customer experience is protected through growth and transformation Commercial Lifecycle Performance & Revenue Protection Ensure the organisation can contract, fulfil and bill customers accurately at scale Hold leadership accountable for: Revenue integrity Billing accuracy Commercial assurance across the lifecycle Partner with the CFO to ensure: Financial accuracy and control Alignment between operational execution and financial reporting Drive operational models that support revenue growth and margin optimisation Business Operations, Systems & Enablement Ensure internal systems and processes enable efficient and scalable operations Drive: End-to-end process integration across the business Reduction of system fragmentation and inefficiencies Secure, compliant and auditable system environments Own prioritisation of internal IT and operational system changes Compliance, Quality & ESG Assurance Own the organisation's assurance and compliance posture Ensure regulatory, quality and ESG obligations are: Clearly defined and understood Embedded into operational processes Actively monitored and managed Maintain confidence with regulators, auditors, customers and the Board Drive continuous improvement through audit and assurance insights Legal Governance & Risk Management Oversee legal governance through the General Counsel Ensure legal risks are: Identified early Managed pragmatically Escalated appropriately Ensure legal frameworks support commercial activity and operational execution Operational Governance & Decision Making Own and lead the operational governance framework Chair key forums including: Service performance reviews Commercial assurance and margin reviews Risk, compliance and audit forums Ensure: Clear accountability and escalation paths Strong cross functional alignment Effective resolution of operational conflicts Act as final decision maker on trade offs between: Customer experience Operational efficiency Commercial performance Partnership with Product & Go To Market Partner with Product and GTM leadership to ensure: Product strategies are operationally deliverable Pricing and commercial constructs are executable Products are scalable, compliant and supportable Act as joint owner of: Product operability standards Launch readiness and go/no go decisions Provide insight on: Cost to serve Service complexity Customer experience drivers Partnership with Managing Director - Technology Act as the primary operational counterpart to Technology leadership Ensure alignment between: Service delivery Platform reliability Change and transformation initiatives Balance: Operational stability Platform evolution and innovation Maintain clear accountability boundaries: Technology: platforms, engineering, reliability Operations: service delivery, commercial performance, operational control Measures of Success Customer SLA performance and satisfaction Billing accuracy and revenue leakage reduction Margin performance and cost to serve efficiency Audit, regulatory and compliance outcomes Internal system performance and usability Reduction in operational defects and repeat issues Strength and maturity of operational governance and controls Confidence of Board, regulators and executive stakeholders Required Experience & Attributes Proven experience in a senior operational leadership role within a complex, international business Strong background in telecoms, IoT, SaaS, or subscription based environments Demonstrated success in building and scaling end to end operating models Deep understanding of commercial lifecycle management (Contract-to-Cash) Experience operating in regulated or compliance heavy environments Strong financial and commercial acumen, including margin and cost to serve management Experience working in private equity backed or high growth organisations is highly desirable Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we aim to reflect the world's diverse voices both internally and externally to ensure success in our mission.
May 02, 2026
Full time
Any company can tell you about how they are a multi award winning, market leading business and yes, we're both of those things in the world of IoT connectivity! But we're more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over18 million IoT subscriptionsactive in165 countriesand direct partnerships with50 mobile networks, we connect you to more than750 networks worldwide, delivering unmatched value across the IoT connectivity chain. Innovation is in our DNA, and we have an insatiable hunger to 'wow'! While we may not always get it right, our drive to collaborate, innovate, and achieve top notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities. The Opportunity We are seeking an exceptional Managing Director - Operations to lead and scale the operational backbone of Wireless Logic. This role is accountable for the end-to-end operational performance of the business, ensuring that we can sell, deliver, bill, support, comply and govern effectively at scale. You will play a critical role in enabling growth while ensuring operational control, consistency, and resilience across a complex, international organisation. Working in close partnership with the Managing Director - Technology, this role ensures alignment between service delivery, platform reliability and change, supporting a high availability, regulated and product led business. This is a highly strategic and hands on leadership role requiring strong commercial, operational and governance expertise. Key Responsibilities Include But Not Limited To: End-to-End Operational Leadership Own operational performance across: Customer service delivery Commercial lifecycle (Contract-to-Cash) Internal IT and business systems Compliance, quality and ESG Legal governance Ensure operations are predictable, scalable, controlled and auditable Translate company strategy into repeatable, high-quality operational execution Drive alignment between service delivery, commercial performance and operational control Customer Service & Experience Own the customer service operating model and customer experience outcomes Ensure service operations: Deliver consistent, high-quality customer support Meet contractual SLAs and performance standards Provide clear communication during incidents and change Partner with Technology to: Manage customer impact during incidents Ensure effective service recovery and coordination Ensure customer experience is protected through growth and transformation Commercial Lifecycle Performance & Revenue Protection Ensure the organisation can contract, fulfil and bill customers accurately at scale Hold leadership accountable for: Revenue integrity Billing accuracy Commercial assurance across the lifecycle Partner with the CFO to ensure: Financial accuracy and control Alignment between operational execution and financial reporting Drive operational models that support revenue growth and margin optimisation Business Operations, Systems & Enablement Ensure internal systems and processes enable efficient and scalable operations Drive: End-to-end process integration across the business Reduction of system fragmentation and inefficiencies Secure, compliant and auditable system environments Own prioritisation of internal IT and operational system changes Compliance, Quality & ESG Assurance Own the organisation's assurance and compliance posture Ensure regulatory, quality and ESG obligations are: Clearly defined and understood Embedded into operational processes Actively monitored and managed Maintain confidence with regulators, auditors, customers and the Board Drive continuous improvement through audit and assurance insights Legal Governance & Risk Management Oversee legal governance through the General Counsel Ensure legal risks are: Identified early Managed pragmatically Escalated appropriately Ensure legal frameworks support commercial activity and operational execution Operational Governance & Decision Making Own and lead the operational governance framework Chair key forums including: Service performance reviews Commercial assurance and margin reviews Risk, compliance and audit forums Ensure: Clear accountability and escalation paths Strong cross functional alignment Effective resolution of operational conflicts Act as final decision maker on trade offs between: Customer experience Operational efficiency Commercial performance Partnership with Product & Go To Market Partner with Product and GTM leadership to ensure: Product strategies are operationally deliverable Pricing and commercial constructs are executable Products are scalable, compliant and supportable Act as joint owner of: Product operability standards Launch readiness and go/no go decisions Provide insight on: Cost to serve Service complexity Customer experience drivers Partnership with Managing Director - Technology Act as the primary operational counterpart to Technology leadership Ensure alignment between: Service delivery Platform reliability Change and transformation initiatives Balance: Operational stability Platform evolution and innovation Maintain clear accountability boundaries: Technology: platforms, engineering, reliability Operations: service delivery, commercial performance, operational control Measures of Success Customer SLA performance and satisfaction Billing accuracy and revenue leakage reduction Margin performance and cost to serve efficiency Audit, regulatory and compliance outcomes Internal system performance and usability Reduction in operational defects and repeat issues Strength and maturity of operational governance and controls Confidence of Board, regulators and executive stakeholders Required Experience & Attributes Proven experience in a senior operational leadership role within a complex, international business Strong background in telecoms, IoT, SaaS, or subscription based environments Demonstrated success in building and scaling end to end operating models Deep understanding of commercial lifecycle management (Contract-to-Cash) Experience operating in regulated or compliance heavy environments Strong financial and commercial acumen, including margin and cost to serve management Experience working in private equity backed or high growth organisations is highly desirable Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we aim to reflect the world's diverse voices both internally and externally to ensure success in our mission.
