7 months ago
Operations Development Manager - 6month FTC
29th June 2018
O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customers across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.
We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.
We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.
About the Team:
The Operations Development team was created in February 2017 bringing together the online operations and operations development team with the stores continuous improvement teams to be a truly multichannel team within the sales directorate.
The vision of the team is to enable and create the perfect journey for customers through market leading operations across all channels. As an operations development manager, you will be responsible for working with relevant stakeholders to drive best in class operations across online, stores and multichannel.
Operations development utilises operational thinking, techniques and frameworks to improve internal and customer facing end to end processes across all channels.
The team works cross-functionally to introduce new and improve existing operations and processes to ensure it is better for customers, simpler for staff or cheaper and more efficient for O2. The team works across a number of pillars including stock, fulfilment, payment, credit, fraud, platform improvement, proposition introduction and internal process optimisation.
Support the delivery of operational and trading KPIs by driving measurable improvements in efficient and stable operations across channels.
-Continuously focus on identifying opportunities for improving processes for customers and staff alike across all channels within sales and service journeys.
-Focus on critical elements that impact customer purchase and satisfaction once they are looking to transact. The role will drive not only a shift in those key performance metrics, but also change the operations and trading teams thinking and focus.
-Be passionate about our business, our products and our customers and demonstrate that through brilliant operations and an appetite for continuous improvement in customer experience and efficiency.
-Be an advocate for the operations team across the business and all channels and communicate effectively with relevant stakeholders.
-Support the business to drive forward the delivery proposition in life from a channel perspective, ensuring it meets the expectations of a modern day multi-channel consumer. Support the team to drive through customer centric change to improve the customer experience of ordering and tracking through to delivery and reduce calls into care.
-Work with Supply chain to improve processes that can impact availability in channels, drive stock reporting and tracking and ultimately reduce the number of out of stock items and stock losses.
-Deliver improvements to the end to end customer returns and repair journeys; identifying quick wins and presenting and driving through recommendations through data based decisioning. Ensure all processes are smooth and add value for the customers, staff and the business.
-Working with our Credit & Risk team to ensure our policies are optimised both for risk management and commercial objectives. Drive forward improvements that can reduce business risk, protect customers or improve conversion.
-Similarly, work with our Fraud team to ensure our commercial activities minimise fraud instances, and our fraud management approach is supportive of our broader commercial objectives.
-Support the development of the payment proposition from an online perspective and ensure stores payment processes are simple for staff and in line with customer expectations. Ensure processes are efficient, customer focussed and compliant.
-Provide multichannel expertise and where necessary design relevant processes across channels to enable new proposition delivery.
-Identify opportunities to drive forward ways of working and efficiency within and across channels including in-store processes (for example right hours, right place and time and motion) through to head office practices.
-Develop skills within Lean Six Sigma and be an advocate within online.
-Use insight and analytics in all areas to understand customer behaviour and experience, and work with the relevant teams to drive opportunities in life.
-Build relationships across functions and cross organisation.
Skills & experience:
-Demonstrable and relevant online multichannel or retail operations experience.
-Greenbelt Lean Six Sigma or similar desirable
-Ability to interpret and act on financial and operational data to identify improvements
-Solid communication skills, with the ability to build relationships across functions.
-Ability to present to a range of stakeholders.
-Challenge existing way of thinking to drive improvement in process efficiency, business performance or customer experience
-Be able to put yourself in the customer`s shoes and drive through real change in current thinking
-A clear thinker who makes rational, logical and reasoned judgments
-Excellent verbal, written and presentation skills.
-A team player.
Salary and benefits:
We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.
Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.
Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.
There`s so much to discover. Your adventure starts here.
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