Operations Transformation Manager

Find IT Recruitment

Are you a leader looking for your next operational and business improvement challenge?

  • Sunny Lower Hutt location
  • 3 days working from home option
  • An organisational culture of creativity, collaboration and fun
The Operations Transformation Manager is responsible for the inner workings of all operational areas and leading and optimising customer engagement experiences & support services.  This includes managing processes, systems, digital and analytics, management practices, mindset and behaviours, and delivering operational changes and projects, all whilst looking to deliver measurable improvements.
Key Skills and Experience:
  • Minimum 2 years’ experience in senior role within a service environment (experience leading and managing a team desirable).
  • Advanced understanding & demonstrated application of contact centre and operations management principles.
  • Experience and understanding of core principles of service design and customer experience management.
  • Excellent communication skills, particularly written and presentation skills.
  • Strong numerical skills and financial acumen.
  • Strong analytical skills with the ability to analyse data and formulate actions based on data.
  • Ability to manage and lead change within an organisation and team to meet business goals and objectives.
  • Experience managing significant transformation projects or programs.
  • General understanding of agile and project management methodologies.
  • Advanced user of Microsoft Office suite with aptitude in Project (or similar) Excel, Visio, Power Point and Word.
  • Administrative knowledge of MS SharePoint desirable.
  • Bachelor’s degree desirable.
  • Business analysis experience an advantage.
  Key Competencies Required:
  • Positive and energetic.
  • Customer experience champion, always looking for ways to do better.
  • Confidently negotiates and influences.
  • Articulate, excellent communicator and natural collaborator and connector of ideas and people.
  • Results oriented.
  • Efficient time management skills.
  • Strong decision-making skills.
  • Adaptability to change (as well as being a change agent) and ability to thrive in a constantly changing environment.
  • Proactive – demonstrates strong initiative & comfortable with high level of autonomy.
  • Creative thinker.
Please apply today.  Call Danae Young on 027 238 8188 for more info.