Company:

Services

Salary:

£40,000 - 45,000 +benefits

Location:

London/Surrey

My client is a global professional services organisation that operates a Shared Service Centre as home to centralised front and back office functions. We are now looking for a programme manager with a “big picture” view to manage the delivery of strategic business initiatives, business as usual projects and customer focused processes within the Shared Service Centre.

**This role is seen as a development role to senior operations manager within the SSC**

YOU MUST HAVE THE FOLLOWING SKILLS
• 5+ years’ relevant operational management experience within a Shared Service / Call centre environment
• Experience of project management with strong ability to analyze processes, enact change, think operationally and strategically to achieve business goals
• Demonstrated ability to manage large groups of people in a multi site environment and to work effectively as a business partner within a larger global framework
• Demonstrated leadership across global and multi-functional departments, i.e. Sales, IT, Telephony, Facilities, Training, Recruiting, Finance and HR
• Ability to manage the daily running of shared service and call centre organisation when required.
• Commercially focused with strong communication skills, the ability to deliver presentations to senior management whilst being approachable by all levels
• Ability to set and meet performance targets for agreed KPIs to include sales objectives, productivity / efficiency and customer satisfaction results.


THE ROLE WILL INCLUDE:
• To take ownership of the continuous improvement programme of change and maintain a “big picture” view
• Develop and maintain Project Management Office tools to monitor and report progress
• Utilisation of shared service and call centre experience to deliver continuous improvement to the SSC operation and wider organisation.
• Provide consolidated programme management progress reports to the steering group.
• Manage overall programme communications
• Work closely with all SSC stakeholders to drive projects to a successful conclusion