8 months ago
Senior Operations Development Manager - Part time
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.
We work cross-functionally and channel agnostically to introduce new and improve existing operations and processes - both internal and customer-facing.
The vision of the team is to enable and create the perfect journey for customers through market leading operations across all channels.
As a senior operations development manager, you will be responsible for working with relevant stakeholders to drive best in class operations across online, stores and multichannel. Individual programmes of work can vary in its focus from innovation and enablement, productivity and efficiency, revenue generation and cost saving to customer excellence.
We are looking for an analytical mind-set that can act as an operational analytics expert to drive forward projects across the operations development department.
-Drive the delivery of operational and trading KPIs by driving measurable improvements in efficient and stable operations across channels.
-Continuously 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
-Utilising strong data interrogation and analytics techniques to identify opportunities across all channels for revenue generation, cost savings, productivity improvements, efficiency benefits, innovation or enablement opportunities or opportunities to drive customer experience and satisfaction.
-Act as an analytics consultant across the operations development team supporting all members of the team. This will include working with all members of the team to agree data requirements, lead data collection, and design key measurement and analytics techniques and methodology.
-Drive forward key operational development projects and programmes which could be across a number of areas. Lead the development of operations to ensure they meet the expectations of a modern day multi-channel consumer. Lead the team to drive through customer centric change to improve the experience from pre-ordering processes through to fulfilment and in-life journeys.
-Build a strong network across the business to improve processes that impact customer experience or KPIs in and across channels.
-Provide multichannel expertise and ensure all propositions are built in a manner which are stable, efficiency and scalable.
-Continuously identify opportunities and drive forward ways of working and efficiency within and across channels including in-store processes through to head office practices.
You will need to:
-Be the champion and expert of insight and analytics to understand customer behaviour and experience, and work with the relevant teams to drive opportunities in life.
-Be an advocate for lean six sigma practices within O2.
-Lead your team to meet and exceed their business and personal objectives.
-Build relationships across functions and cross organisation; be a role model within the business and be stellar at stakeholder management.
-Take an influencing and leadership role within online, stores as well as from a multichannel perspective to look at the bigger picture outside of a single channel strategy
-Identify and implement initiatives to optimise the customer purchasing experience with key measures of success to include: customer satisfaction (CSI) and sales funnel conversion.
-Maintain an active interest and good knowledge of the retail and digital world, the associated technologies and best practices and utilise this knowledge to drive through continuous improvement within the sales channels and the wider business to support the delivery of our KPIs.
Skills & experience:
-Demonstrable and relevant data analytics techniques (Minitab or similar experience preferred).
-Greenbelt Lean Six Sigma or similar desirable.
-Ability to interpret and act on financial and operational data to identify improvements
-An active interest and experience of, the retail and digital world, omni-channel operations and best practices.
-Solid communication skills, with the ability to build relationships across functions and present to a range of stakeholders.
-Challenge existing ways 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.
Additional Information: This role is a PART TIME job share, 22.2hours per week
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.
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