ACCM(ACSM)

at  Teleperformance

ACCM

• Short Description of the JobDeliver successful and appropriate customer and business outcomes by leading the function to achieve KPIs and SLAs, optimising capacity, managing risk and ensuring compliance to all policies and procedures, developing and delivering continuous improvement and driving the strategic direction of the function.Key ResponsibilitiesDeliver the best use of resources, reducing costs and increasing productivity while reducing operational losses and operational errors
  Contribute to the definition of performance indicators, measurement, and reporting of critical MI to enable the right decision making
  Maintain effective relationships with internal and external stakeholders, and engage and influence stakeholders for changes leading to efficiency gains, keeping them informed of any changes within the process

Create a culture of continuous improvement, increasing efficiency and productivity through great people leadership, coaching, engagement, and development of skills

• Job Description

Join us as a Customer Service & Operations Function Leader

• If you have good team leadership skills, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders
• You’ll lead a function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
• You’ll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people
• You will drive excellent quality ensuring good customer outcomes.

What you’ll do
As a Customer Service & Operations Function Leader, you’ll be leading your team to success with strong people and resource management. You’ll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We’ll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes.

You will also be:

• Managing risk, developing, and delivering continuous improvement and driving the strategic direction of the function
• Helping to define performance indicators, measurements, and the reporting of critical MI to enable the right decision making
• Maintaining an effective training and accreditation plan
• Reviewing KPIs and taking actions to make sure that the unit maintains healthy matrices
• Achieving financial targets and efficiency gains through process improvement initiatives

The skills you’ll need
We’re looking for someone with good people management skills, with the ability to successful engage and motivate teams to success. Alongside this, you’ll have an understanding of people processes and policies.
You’ll also have previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking.

You’ll also need:

• Experience of working in a financial services environment, with knowledge of the industry and its customers
• An understanding of our products, processes and relevant banking systems
• A background of working with risk and compliance

Salary dependent on experience

Please refer the Job description for details