Our client is an award-winning multinational retailer with 5,000 stores worldwide, over 13,000 employees and a fantastic work culture. They are looking for a Head of Business Services to join their team. This is a unique opportunity to work for one of the biggest retail companies in the world that pride themselves on excellent customer service.

• Leading and managing day to day running of the hub seamlessly with the office manager, ensuring colleague safety and compliance.
• Defining and implementing operations strategy, structure, and processes.
• Leading the customer facing operational teams to deliver an effortless customer experience.
• Leading operational performance, working closely with the Global support teams i.e. resource planning, service experience, risk and compliance, training and knowledge teams etc.
• Delivering operational excellence with clear accountability of the metrics that drive efficiency and effectiveness. Metrics include customer satisfaction, NPS, quality, absence, adherence, productivity, utilisation and attrition.
• Building a culture to evolve the global function towards end-to-end thinking, enhanced customer experiences, and business intelligence/insights driven.
• Forecasting and managing the budgets and business case effectively with shrewd commercial acumen.
• Data-driven insights to identify areas for improvement and partner with transformation teams to implement effective solutions and system, to drive value and efficiency for the business/ customers.

Skills/Experience needed:

• Demonstrated experience in leading large, diverse teams with a focus on delivering exceptional customer service.
• Background in Retail or Mobile Telecoms industry preferred, with a deep understanding of associated regulations and complexities.
• Strong proficiency in leveraging technology and data analytics to drive operational improvements.
• Familiarity with AI technologies and their applications in enhancing contact centre operations is advantageous.
• Operations and change management experience – particularly with regard to expanding capabilities across the hub.
• Experience building and maintaining credible and long-lasting relationships with senior management and leadership teams.