Head of Business Services

at  Zellis

SKILLS & EXPERIENCE

Essential Skills

• Proven ability in building & managing a multi-disciplined, multi-site team to deliver demonstrable value to the business and our colleagues.
• Proven ability in building positive customer relationships.
• Proven commercial ability to manage and control budgets and understand and drive profitable services.
• Ability to influence and impact at senior leadership level, through effective presentations and positive approach to addressing business problems.
• Demonstrates good knowledge and experience of HR and Payroll systems and services and has a deeper understanding on the HR and Payroll lifecycle.
• Demonstrates knowledge and experience of ISO standards, including 27,001 and 9,001 and experience of facilitating quality and compliance audits.
• Good organisational skills for supporting quality and compliance activities across a large and evolving organisation.
• Self-motivated, proactive, accountable with continuous learning approach; willing to learn and understand evolving risk and compliance requirements.
• Previous training experience and fully proficient in all aspects of the training Lifecyle e.g. skills, methodology, process etc.
• Excellent communication skills that enable you to engage positively with stakeholders across the business.
• Commercial acumen to effectively focus catalogue delivery to meet customer and colleague training needs whilst increasing year on year revenue.
• An understanding of the training market, able to compare Moorepay Training Services to competitor organisations bringing value and return on investment.
• Management of resourcing including customer projects.
• Strong ability to coach and inspire confidence in others.
• Proven ability to interact, consult and build partnership with people at all levels of the organisation.
• Works autonomously as well in a team environment.
• Strong project management skills who is proactive, collaborative and meets deadlines.
• Proficient in the Microsoft Suite of programmes.

Your leadership skills and approach will be key to steering the business services team in the aspiration of having a data insights led, highly skilled and knowledgeable learning delivery and onboarding function underpinned by a modern organisational quality and compliance framework that adds real value to customers and colleagues.

You will:

• Drive a people lead culture of development and high performance.
• Support and develop colleagues to achieve career goals and objectives.
• Monitor and audit the quality of work and provide feedback where required.
• Ownership of the end-to-end learning programme across Moorepay delivery functions.
• Lead by example driving a ‘customer first’ focus throughout the function.

About you

• Ability to develop and execute a high-performance culture that increases colleague engagement, identifies and grows internal talent and ultimately ensures our teams are trained, developed and highly motivated and therefore creating an excellent service experience for our customers.
• Can work collaboratively with the senior managers and the Head of L&D to ensure the development and delivery of a fully blended, high quality range of learning and development solutions.
• Effective communication skills to both internal and external stakeholders.
• Innovative and forward thinking with a desire for driving digital enablement and automation across the function.
• Ability to multitask, deal with complexity and conflicting priorities/projects/ deals at the same time.
• Able to think both strategically and tactically.
• Commercial awareness.
• Outstanding customer service skills with the capability to engage with stakeholders at different levels.
• Accomplished at working effectively across teams in a matrixed operating model.
• Proven ability to identify opportunities for process improvements and to implement these successfully.
• Strong organisation and planning skills, effective time management and the ability to use efficient work methods and tools.
• Detail oriented, thorough and focused on all aspects of the job to ensure accuracy.
• Strong analytical skills.
• Ability to proactively plan resource and achieve highly multi-skilled teams with the agility and flexibility to meet multiple customer demands.

The Head of Business Services role is accountable for delivering multi-facetted services which include the management, delivery and facilitation of the learning curriculum for our customers and customer delivery colleagues on behalf of Moorepay, business readiness and incubation function, business and delivery reporting and actionable insights, development of our Zendesk proposition, and leadership of our quality, risk and compliance activities for the delivery teams.
The business services function must provide a catalogue of classroom and digital training and learning content to support Moorepay customers and colleagues in the use of software and services. The services are aimed at enabling customers and colleagues to gain the best from the software, maximising the use of self-service and ensuring the right solutions are being fully utilised, supports process change and improvement, and optimises delivery through best use of functionality.
The team is responsible for delivering quality digital, virtual and face-to-face learning and training programmes for Moorepay customers across the whole product suite. For Moorepay’s internal colleagues this role is responsible for creating a curriculum of content on all Moorepay products and also partner with our central learning team to create programmes of soft skill training that support employees and managers that can be accessed on-demand, online and face-to-face.
You will need to continuously develop and build the training offerings to create new & complementary revenue streams. You will work closely with the implementation and incubation teams to help create a positive and accountable culture, working closely with other members of the leadership team in a joined-up approach to seamlessly onboard new customers.
The role also encompasses leading and managing the business services teams to deliver a consistently high level of service to our customers in accordance, with our business blueprint (which you will also own the development and maintenance of), whilst also being responsible for our quality and compliance standards across the delivery functions. 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.
We’re seeking someone who sets a high bar for the quality of their work. You should have a passion for delivering best in class programmes and a thirst for knowledge which drives your own development and therefore helps embed our value of ‘always learning’ at the heart of what you do.
Success in the role will be achieved by customers consistently receiving a great service, risks are managed and mitigated, quality standards are set high, and achieved day in day out, and we have positive new customer experiences achieved through the highly effective business readiness and incubation team, delivering strong customer outcomes.

Quality and Compliance

• Ensure a robust and effective quality and compliance framework and process is in place (including ISO 9,001, ISO 27,001 and SOC 1 (for a small number of customers)), and to optimise and improve wherever appropriate.
• Ensure a clear understanding of quality standards is embedded across day-to-day operational teams, and appropriate measurement and tracking is in place to assure this.
• Be responsible for minimising risk of quality issues impacting service performance.
• Effectively collaborate with stakeholders across Moorepay to ensure a single view of quality and compliance good practice is shared and rolled out across delivery teams.
• Work closely with Group Risk & Compliance to lead the internal audit schedule, including ensuring correct corrective action plans are in place and complete.
• Support with coordination of audits and assessments from both customers and central group team.

Business Readiness and Incubation

• Create and coordinate a business readiness delivery plan for services based on identified work streams, closely working with the implementation and onboarding teams to ensure a fully interlocked plan with go/no[1]go criteria and discipline is in place and inter-dependencies are clearly understood.
• Create and manage the UAT plan for new product releases working in collaboration with the product and delivery teams.
• Represent services in trials/beta rollouts, ensuring business objectives for trial phases are clearly articulated and will be met by the trial/beta stage.
• Ensure services have clear entry and exit criteria in place against key delivery phases including end state success – and ensure these are reflected and tracked by the central project team.
• Create and manage a business ‘incubation’ team who are responsible for supporting the successful transition of new customers from implementation to successful go-live of services.
• Provide feedback and customer insights into the Customer Success team so that improvements in the customer experience are understood and influence the overall roadmap.

Learning and Development

• Lead the learning and development team and collaboratively partner with product development, implementation services and commercial operations, pre-sales, service delivery, customer support and HR to understand the Moorepay’ goals, strategic ambition and understand any barriers to achieving those.
• Build a skills development and training programme that addresses the path to achieve Moorepay’ goals and strategic ambition, removing any barriers, and ultimately meets the organisation and customer needs.
• Manage the training schedule and plan for ad-hoc chargeable delivery, digital learning, live webinars and non-scheduled training requirements.
• Develop and/or amend courses to align with new releases and functionality.
• Develop courses to address specific requirements such as implementation methodology.
• Working with project managers on delivery of training packages in a timely manner and in line with the project timelines.
• Working with the sales team to maximise sale of downstream training and revenue opportunities.

Zendesk, Data Insights and Reporting

• Lead the development of business insights and actionable intelligence across operational delivery, customer health, NPS and customer management using PowerBI and other dashboard solutions appropriate to the user and accessing Zendesk, Pendo, Sugar and Netsuite as core data sources that give us a comprehensive view of the customer experience we deliver.
• Act as the overall custodian of the Zendesk delivery framework, engaging stakeholders across the business over the needs of the business, our customers and employees.
• Your team will be responsible for the overall support, administration and development of the Zendesk platform used within Moorepay. You will create guidelines for what information is captured and maintain custom applications and integrations for the Zendesk platform.
• Collaboration across the Moorepay business will be essential to ensure ongoing strong customer data management and a seamless customer experience through the use of the Moorepay solution.
• Develop and maintain a Zendesk roadmap of improvements and enhancements for our colleagues and customers which drives the adoption of self-service, demand deflection and improved customer journeys.