SUMMARY OF THE ROLE

Due to a restructure of responsibilities within our Customer Journey’s teams, an exciting opportunity has become available for an Operations Manager to join the operations function at Diligenta.
You will be part of the Operational Leadership team and be jointly responsible for the overall performance of the Operations and Customer Services area, helping to shape and deliver the operational plan in line with client needs.
This role involves managing resources to meet SLAs and KPIs, controlling business risks, and driving continuous improvement in customer experience, team performance, and cost efficiency through data insights.

WHAT YOU’LL BE DOING

• Lead and manage an Operations or Customer Service team to provide high-quality service aligned with strategic objectives.
• Oversee the implementation of new products, changes, and operational solutions to ensure smooth delivery.
• Contribute to the wider Operations business, managing service delivery within budget and targets.
• Be responsible for the performance of your business unit, ensuring excellent customer experience, quality, and productivity.
• Manage stakeholder relationships, support change management initiatives, and represent Operations on project boards when needed.
• Focus on performance management, employee engagement, and building operational capabilities through recruitment, training, and process improvements to meet business needs.
• Drive cost-effective service delivery within your operational line, continuously seeking ways to improve efficiency and align with the site strategy and overall business objectives.
• Manage performance through coaching, feedback, and development, fostering a flexible and skilled operational workforce.

APPLY FOR THIS ROLE:

Do you hold valid Right to Work in the UK?
Yes
No
Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)?
Yes
No
Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit related proceedings which have or have not been satisfied?
Yes
No
Have you been referred for this position by Diligenta Employee?
Yes
No
Have you previously worked for Tata Consultancy Services (TCS)?
Yes
No
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