Job Description:

The mission of the team seeking this role is to provide world-class support to customers of a well-known airline (Ryanair). This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences.

The Operations Manager (OM) will play an important role in overall service delivery whilst remaining hands-on in terms of technical knowledge of the Client’s operation.

The role involves the management and guidance of designated Team Leaders, and participation in the client relationship. The OM will play a leading role in monitoring and enhancing total team performance. In addition to the running of the core operational tasks, the OM will also hold responsibility for one or more key areas of the department (e.g. Quality, Productivity/Efficiency, etc).

Flexibility in relation to working hours is required based on business requirements - in particular, seasonal client events. All applicants should be willing to work variable shift patterns, if requested. Leadership by example in this regard will be expected.

The OM will be an integral contributor to the team, living and promoting the Company Values.

Duties and Responsibilities

Key Responsibilities

To manage multiple teams towards best-in-class service, overseeing Team and Individual quality & performance, ensuring overall efficiency, and identifying continuous improvement opportunities.
To directly guide, coach and manage Team Leaders (and periodically, if necessary, direct-report Customer Operations Specialists) in line with Client and Covalen requirements.
To ensure that direct reports and their teams have received all necessary training (Client- and Covalen-specific)
To ensure overall Knowledge Management in relation to both Client and Covalen matters, futureproofing through core documentation, back-up structures, and succession planning.
To act as a Client and In-Team escalation point and escalate any team issues to the Head of Service as appropriate.
To ensure team adherence to Client and Covalen processes, procedures and policies.
To develop and maintain a positive working environment, based on open communication, honesty, integrity and transparency.
To contribute to a strong Client Relationship, and continuously promote the Client’s Customer Experience philosophy and work methods to the team.
To carry out all duties in an accurate, diligent and timely manner.

Duties

Client-specific duties:

To embed robust coaching across the teams and ensure full documentation of goal setting and achievement.
To participate in client calls and the preparation of any client reporting, ensuring that only the most accurate data & information is sent to the client.
To be highly communicative, responding to all client queries, complaints, and confirmation requests quickly, and promptly requesting any necessary information/clarification from the client.
To participate in, or lead, Meetings and Calibrations related to the client account, with ability to represent both Client and Covalen views.
To lead hands-on oversight and problem-solving in relation to performance on any new topics introduced to the team.
To participate in recruitment of the most suitable and eligible people to the teams.
To engage in integration planning and reporting (internal/external) for new joiners/role changes.
To engage in any other ad hoc activities, including the processing of tickets during any downtime.

Internal duties:

To act as the administrative link between Covalen and the team, understanding the various systems used within Covalen and applying them appropriately.
To oversee the maintenance of any Handbook, Policies, Processes, Manuals etc relating to the client account, with periodic scheduled revisions and audits.
To ensure performance of all aspects of People Management, including compliance with processes and full documentation of stages and outcomes (for example, handling and documenting 1-2-1s, dealing with issues or complaints, Probations, PIPs, Disciplinaries, “Back to Work” interviews, TMS, Leave scheduling, On- and Off-boarding oversight, etc.)
To ensure Employee Engagement activities are running regularly across the department.
To create the monthly Team Report and participate in the design or production of any other internal reporting required.
To ensure full audit-readiness of the team at all times.
To engage in any other ad hoc or personal development activities as required by Covalen.

Essential Competencies:

The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:

The suitable candidate must have a deep-rooted passion for delivering success. He or she must demonstrate:

Quantifiable Team Management successes in the past
The confidence and personal strength to direct, motivate and lead others.
An ability to see the ‘client view’, understanding the impact of the work on the development of the relationship.
Exceptional communication skills – clear, timely, and adaptable to a broad audience
A desire to create a collaborative environment, and to participate in that collaboration, while taking overall responsibility for decision-making within the allocated team(s).

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