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Hybrid Service Operations Lead

at MDD Forensic Accountants
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Posted last month

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About the role

  • Provide leadership and day-to-day guidance to Operations Support Leaders, fostering collaboration and consistency across the global team.
  • Support team members in meeting objectives and delivering high-quality performance.
  • Act as a liaison between frontline day to day operations and management, ensuring effective communication and alignment of priorities.
  • Collaborate with cross-functional teams to resolve escalations and improve service delivery.
  • Oversee and manage the performance of operational support teams to ensure they meet SLAs and KPIs.
  • Ensure operational processes and procedures are consistently followed and aligned with Service Operations standards.
  • Support major incident resolution, particularly in complex or challenging situations, to minimise service impact.
  • Collaborate on Problem Management activities, supporting root cause analysis and implementing corrective actions.
  • Identify opportunities to reduce manual overheads by promoting and implementing automation solutions.
  • Lead continuous improvement initiatives and implement best practices across the team.
  • Monitor service and team performance metrics, providing reports and updates to the Service Operations Manager.
  • Ensure adequate staffing, effective shift planning, and workforce management to meet service requirements.
  • Drive adherence to governance frameworks, quality assurance measures, and compliance with policies.
  • Build and maintain strong stakeholder relationships and act as point of escalation for operational concerns.
  • Promote knowledge sharing and coordinate training and development programs for team members.

Requirements

  • Experience of working in a service-aligned model, with experience managing and coordinating across specialised service teams to ensure seamless delivery and customer satisfaction.
  • Proven track record of leading teams with adherence to process improvements and automation in a service environment.
  • Demonstrates the ability to lead and motivate diverse, global teams within a service-aligned structure, fostering collaboration and achieving high performance.
  • Excels in clear, concise communication and promotes collaboration across global teams and organisational levels.
  • Thrives in a fast-paced, service-aligned environment, effectively balancing competing priorities and maintaining composure during service disruptions.
  • Strong understanding of customer service principles and practices, with an emphasis on problem solving.
  • Exceptional leadership and people management skills.
  • Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
  • Excellent conflict management skills.
  • Strategic thinker with strong analytical and problem-solving skills.

Job title

Service Operations Lead

Job type

Full Time

Experience level

Senior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

HybridUnited Kingdom

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