Services Operations Manager
Posted on Jan 18, 2019 by Anonymous
This role will play a key part in delivery & implementation of the UK Services tactical and strategic initiatives. The role requires a very good co-ordination skills to pull the project plans together, build virtual project teams and lead them to successful implemention. The role is critical for the UK Services delivery roadmap and will work closely with the wider business teams such as commercial, business operations, online, compliance or IT.
The role will also participate actively in the weekly continous improvement sessions with internal and external team members to design and review compliance scorecards, finding areas of improvements and drive operational improvement projects to meet compliance & operational needs. The respposibility starts with supporting business case development to delivery of project and banking the benefits. It will require understanding of different change processes and governances within the Team Knowhow (Dixons Carphone),and work effectively with the respective change goverance to deliver the Services projects. The role also needs to represent the UK Services workstream in the company wide projects. This role will be responsible for end to end delivery of the UK Services tactical and strategic projects.
•Conduct workshops to understand project objectives and support development of relevant business cases or challenge the need for change
•Conduct workshops to map out customer jouneys and gather systems / process requirements
•Develop clear project plans with detail activities planner for each workstream
•Pull together cross functional project teams and lead weekly project meetings to drive deliverables as per the project plan
•Track project costs against the budget and ensure delivery of project within allocated budget
•Prioritise and develop project plans for commercial revenue, operational improvement projects, drive weekly project meetings to deliver the initiative
•Put in place clear ROI tracker for each project/initiative and agree owners for tracking benefits
•Co-ordinate progress of smaller system changes with IT, Systems Analysts, Business Analysts across different functions
•Process map 'as is' and 'to be' customer journeys/processes to support launch of appropriate change and ensure sign off from key team members
•Lead wider change governance in the UK Services
•Review and support CAPEX procedures in the company to secure required funding to deliver the initiative
You will need:
•Experience of managing projects and tasks to time
•Superior MS Excel and MS Office skills
•A passion for being the customer champion
•To be self-motivated and able to work with minimal supervision
•To be highly numerate
•Excellent written communications and presentation skills
Dixons Carphone is Europe's number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people's expertise to reach out and help new customers. What's more - we're exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.
It's an exciting time to join us and find yourself a place in our growing success story, apply now