About the role
The Head of Service Delivery is accountable for the operational delivery, customer experience, operational controls and overall performance of the UK BPaaS service delivery teams. Additionally, this role must ensure that the end-to-end delivery of the customer experience between our delivery locations is seamless through effective partnerships, effective processes and a collaborative approach to delivery of our services.
The role-holder will be required to lead, motivate and manage busy operational teams through periods of significant change and transformation, ultimately always with the goal of having a high performing team culture in place. Working in conjunction with change and transformation teams across the business the role holder will be responsible for optimising the performance and productivity of the BPaaS function through effective workforce management, maximising labour arbitrage opportunities and other continuous improvement initiatives.
The individual will be expected to consistently challenge the status quo and have a thirst for seeking new and better ways of working including process innovation, the use of technology and automated solutions and ensuring our colleagues are trained to deliver the expected service outcomes to a customer service professional standard.
Supporting the service delivery team, customer success and commercial teams, the role is also customer focused, anticipating customer requirements and ensuring that we have service improvement plans and a customer and team level (as required) ensure the retention, growth and operational viability of the relationships that meet both customer and Moorepay agreed business outcomes.
By engaging with our overall business transformation programmes the role-holder will deliver a service delivery model which provides scalability, agility and flexibility that can accommodate both customer and Moorepay developments/changes whilst also driving productivity gains across the team.
Key Responsibilities
The role will be fully accountable for the customer experience and build a culture of “customer first”, you will need to have analytical skills and proven to continually improve the customer experience using NPS feedback and other sources of data to shape the service delivery function.
The role encompasses leading and managing the BPaaS service delivery teams to provide a consistently high level of service to our customers in accordance with our business blueprint whilst also being responsible for the effective cost management of the team and any key suppliers/partners who support your business area. In addition, the team will also participate in cross site customer teams, ensuring that operational teams work collaboratively and consistently delivering a ‘one Moorepay’ approach.
The Head of Service Delivery will be required to plan and organise learning and development, team building, employee engagement and other key activities and initiatives as may be required.
Success in the role will be achieved by customers consistently receiving a great service, having high performing delivery teams, ensuring that the business is meeting budget targets and, by partnering with the sales and customer success teams to enable revenue growth through expanding our customer relationships via new services.
It will be critical that all compliance and quality standards in line with our ISO9001, ISO27001 and SOC controls are maintained ensuring that any risks are identified, and appropriate mitigating actions are implemented quickly and effectively.
This role is full time and will be hybrid, working 3 days a week in our Swinton office with travel to other sites.
Skills & experience Specifically, the role holder will: Ensure that controls are embedded within the function and no repeat service incidents are seen Ensure common Moorepay delivery processes and practices are adopted across the team and actively participate in joint taskforces/working groups which seek to develop and enhance those standard practices. Drive the teams to work in collaboration with all operational/service and customer success functions to support and promote implementation of productivity and quality initiatives Promote a culture of continuous improvement across the service delivery teams including the use of cross functional and cross site working groups. Be responsible for embedding operational and customer-based measures which result in actionable insights for customers and Moorepay and feed into internal and external continuous improvement activities. Create a relationship with the operational leads across the UK, Ireland and India ensuring that you have and are promoting effective cross site working practices in support of seamless service delivery that is underpinned by best practice ways of working across our customer accounts and sites. Accountable for the cost performance for your teams with a focus on managing your costs very effectively to achieve the agreed profit targets. Regular review of costs and potential revenue leakage ensuring operational and financial efficiency. Management of overall SLA performance and claims/settlements or penalties with effective processes in place to avoid negative penalty situations. Build a culture of “customer first”, act as a guardian and role model for our customer relationships and promote customer awareness throughout the service delivery teams. Management of all contractual obligations and process changes to ensure these are executed correctly, with adherence to the agreements made internally/externally whilst also ensuring that risks are carefully managed, and service quality standards are maintained. Drive customer health check activity across the team and ensure that any gaps in our service provision/contract and/or any identified Moorepay or customer improvement activities are driven forward together with local teams, other key stakeholders and the customers (as required) Issue based root cause analysis and remediation in agreement with Moorepay incident management, customer retention and customer success teams Take ownership of service improvement initiatives driven out of client satisfaction feedback processes including brand and transactional NPS, client governance meetings and other client engagements Critical competencies: Ability to act as an effective operational lead and have the capability to apply yourself to different business challenges, people, systems, client, financial, quality, data analysis, investigation, reporting and acting on feedback Strong customer service and operational delivery management experience with evidence of sustainable service improvement A proven track record in the successful delivery of business change and business process improvement The ability to successfully deliver bottom line benefits through the delivery of initiatives to improve operational efficiencies to achieve margin improvement The ability to lead teams through complex change projects and achieve a high performing team culture Ability to build, influence and leverage internal networks to help drive improvements for our customers and colleagues Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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Skills & experience Specifically, the role holder will: Ensure that controls are embedded within the function and no repeat service incidents are seen Ensure common Moorepay delivery processes and practices are adopted across the team and actively participate in joint taskforces/working groups which seek to develop and enhance those standard practices. Drive the teams to work in collaboration with all operational/service and customer success functions to support and promote implementation of productivity and quality initiatives Promote a culture of continuous improvement across the service delivery teams including the use of cross functional and cross site working groups. Be responsible for embedding operational and customer-based measures which result in actionable insights for customers and Moorepay and feed into internal and external continuous improvement activities. Create a relationship with the operational leads across the UK, Ireland and India ensuring that you have and are promoting effective cross site working practices in support of seamless service delivery that is underpinned by best practice ways of working across our customer accounts and sites. Accountable for the cost performance for your teams with a focus on managing your costs very effectively to achieve the agreed profit targets. Regular review of costs and potential revenue leakage ensuring operational and financial efficiency. Management of overall SLA performance and claims/settlements or penalties with effective processes in place to avoid negative penalty situations. Build a culture of “customer first”, act as a guardian and role model for our customer relationships and promote customer awareness throughout the service delivery teams. Management of all contractual obligations and process changes to ensure these are executed correctly, with adherence to the agreements made internally/externally whilst also ensuring that risks are carefully managed, and service quality standards are maintained. Drive customer health check activity across the team and ensure that any gaps in our service provision/contract and/or any identified Moorepay or customer improvement activities are driven forward together with local teams, other key stakeholders and the customers (as required) Issue based root cause analysis and remediation in agreement with Moorepay incident management, customer retention and customer success teams Take ownership of service improvement initiatives driven out of client satisfaction feedback processes including brand and transactional NPS, client governance meetings and other client engagements Critical competencies: Ability to act as an effective operational lead and have the capability to apply yourself to different business challenges, people, systems, client, financial, quality, data analysis, investigation, reporting and acting on feedback Strong customer service and operational delivery management experience with evidence of sustainable service improvement A proven track record in the successful delivery of business change and business process improvement The ability to successfully deliver bottom line benefits through the delivery of initiatives to improve operational efficiencies to achieve margin improvement The ability to lead teams through complex change projects and achieve a high performing team culture Ability to build, influence and leverage internal networks to help drive improvements for our customers and colleagues Benefits & culture Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Farnborough and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all. Here’s what you’ll gain if you join our team: A career packed with opportunity, in a stable and growing company. A comprehensive programme of learning and development. Competitive base salary. 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well! Private medical insurance. Life assurance 4x salary. Enhanced pension with up to 8.5% employer contributions. A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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