This role is accountable and responsible for leading the Tesco Business Services (TBS) hub in Waterford and creating a centre of scale and excellence in the Republic of Ireland.

• Leading the Waterford hub, 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 in Waterford, to deliver an effortless customer experience, by creating a culture of highly-engaged colleagues where people are passionate about resolving customer issues and improving customer satisfaction
• 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
• A member of TBS Senior Leadership team and accountable for driving and implementing TBS and CCEC strategy
• Strategically partnering with the in-market senior stakeholders and with ROI leadership to drive business change and market alignment
• Building a culture to evolve the global function towards end-to-end thinking, enhanced
• Driving a bottom-up culture of continuous improvement where our colleagues feel empowered to do structured problem solving, implement change, innovate, with a mindset of challenging the status quo.
• Creating a winning people culture as a differentiator through strong engagement, ensuring we attract and retain talent through making Waterford hub a great place to work and rewarding and recognising great performance.
• 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
• Fostering a collaborative approach within and across the operational and suppor teams
• Staying abreast of industry trends and regulations, particularly within the mobile telecoms sector, to ensure compliance and adaptability.
• Creating, developing and maturing new capabilities as we look to expand the Waterford hub to be multi-functional

• 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
• Strong working knowledge of industry regulations and legal guidelines
• Experience developing and owning budgets and business plans
• Superior negotiation skills for both internal and external purposes
• Strong working knowledge of complex data analysis/insights and performance metrics
• Strategy development and execution experience