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BCS Senior Operations Manager, Premium SME/Regional Team Development
at O2 in Leeds, GB
Business Customer Service supports a customer base of circa 350,000 unique customers with 1 million connections (including fixed and mobile voic, mobile data and mobile broadband), generating about 200,000 contacts a month (voice and email).
There are approximately 300 in-house Advisors, 40+ Managers, with further support from 100+ Advisors at Ventura. We have Back Office activities in-house, as well as at EFunds in India.
Business Customer Service is undergoing a transformation. Our transformation goals include:
· building a customer focussed culture, where first time fix and customer empathy become integral to our dna.
· creating a great place to work, where engaging leaders create an environment for our people to contribute and thrive, and accountability for performance delivery is embedded at every level.
· improving processes, to eliminate the route causes of failure and to reduce the need for repeat calls, thus improving our overall efficiency and effectiveness.
A key part of our strategy has been to segment calls as a response to the growing complexity in the range of products and services used by our customers. In phase 1 of this change, we have introduced an IVR to separate calls in to Technical, Upgrades and Billing.
Phase 2 is now in development and it is our plan to separate calls from end-users and choosers, enabling a more personalised service for the choosers.
The Senior Operations Manager for Customer Account Management will be expected to establish this new area, shaping the teams and bringing them to maturity. Once this is done, it is likely that the scope of the role will widen to other Senior Operations responsibilities within the department, but the initial focus which will take much of 2010 will be the delivery of this new way of working and bedding it in as bau.
Once the area is established, they will lead their area and take responsibility for delivering their own KPIs. The overall success of BCS will rely on strong team working and the OM will be expected to contribute BCS as a whole, supporting other members of the leadership team (through x-skilling/resource sharing, acting as Duty Manager and sharing information and best practise as required).
Specific responsibilities include:
· Managing the set up phase of the team which will include extension of Premium SME to existing base, separation of chooser calls from end users for the non-managed base and selection of teams for this area.
· Maintaining knowledge throughout this area on all specialisms as they evolve, and ensuring the continuous development of customer satisfaction.
· Working with Sales Account Management and BCS Implementation team to migrate customers to the Premium or Chooser experience and ensuring seamless delivery of the service proposition.
· Working with Marketing to set priorities for the outbound team and implementing ways of working that ensure this team meet the dual goals of improving customer satisfaction and growing the value of accounts.
· Support the development of plans with the team and co-ordinating and coaching to deliver to kpi’s in the areas of customer satisfaction, adding value, attendance, utilisation, productivity, first time fix and engagement.
· Creating an environment and structure of working that embeds high achievement, continuous learning and improvement.
· Creating a strong team, both within direct report group and across the whole team.
· Developing Team Manager direct reports in their coaching and leadership skills, as well as ensuring they have a strong understanding business processes and are able to contribute to developing plans to improve satisfaction.
· Support the development and drive of plans to ensure own team and BCS a great place to work where people feel valued, motivated and want to stay.
· Ensuring that Reward and Recognition is embedded in to the culture of the area.
· To ensure that Advisors and Managers are developed and that all planned coaching is delivered and monitored for effectiveness.
· To ensure that communications are fit for purpose and understood through implementation of regular checks and reviews and liaising with support areas as required.
· To ensure that compliance and financial protocols are monitored and observed within the area.
· To implement initiatives or ways of working agreed for BCS as a whole in to the area.
· To contribute to wider projects within BCS or Customer Service as required.
· Liaising with BCS Change & Process Improvement representatives ensuring understanding and engagement in key activities from initial identification to implementation
· Working with the Senior Operations Manager for Performance and Development to implement and deliver Quality, People and Service improvement plans
· Understand internal O2 CS and industry standards and benchmark accordingly, building relationships both internally and externally sharing best practice
We are now aligning our organisation behind this call segmentation, to streamline our management team and optimise ownership and accountability.
The split of user and chooser calls has created the need for a Senior Operations Manager to come on board to develop the scope of the ‘Chooser team’, which will encompass growing the number of customers offered a Premium SME service as well as devising a service model for high value unmanaged customers (ie those not assigned to a Partner or an O2 Account Manager).
A big part of this role is to lead the growth and development of this area, which will involve considerable working with Sales, Marketing and Implementation, as well as Telecomms and Change teams.
The ‘chooser teams’ (which is a working title only) will be multi-skilled across all specialisms (there will be no IVR segmentation) and as such, the leader of this area will require comprehensive knowledge across all of our business processes, as well as ability to drive world class customer interaction with our most profitable customers. This will include interacting on inbound and outbound calls and driving adding value for these customers.
This role ideally requires someone with experience leading teams providing account management/relationship level customer service. Interest and aptitude for improving the customer experience through process improvement and coaching is a must, as is previous experience of driving accountability for a specific group of customers.
· Accomplished relationship based customer service centre experience – ideally in a fast paced business to business environment.
· Experience of driving operational plans and a demonstrable track record in achieving improvement in the areas of customer satisfaction, adding value and people engagement, as well as delivering to kpi’s.
· Attention to process detail and ability to quickly identify issues which affect customer satisfaction and take steps to rectify.
· Track record in delivering change through teams.
· Experience and aptitude towards coaching and development of people.
· Imagination and flair demonstrated in engaging people .
· Ability to handle a fast paced, changing environment and cope with ambiguity whilst making sense of it and giving direction to teams.
· Highly motivated and self propelled.
· Passion for people, customers and making things better.
· Ability to communicate at a senior level with diplomacy, credibility and confidence.
· A good team player, willing to support colleagues and contribute to overall results.
· This role requires Monday to Friday core working hours, however a flexible attitude to working hours of seven day operational cover and bank holidays if necessary.
Grade: PCGU
Location: Leeds
Published at 26-07-2010
Viewed: 6 times
Viewed: 6 times