Head of Business Services

  • Location: Ireland
  • Type: Permanent
Our client is an award-winning multinational retailer with 5,000 stores worldwide, over 13,000 employees and a fantastic work culture. They are looking for a Head of Business Services to join their team. This is a unique opportunity to work for one of the biggest retail companies in the world that pride themselves on excellent customer service.
 
Key Responsibilities:
  • Leading and 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 to deliver an effortless customer experience.
  • Leading operational performance, working closely with the Global support teams i.e. resource planning, service experience, risk and compliance, training and knowledge teams.
  • 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.
  • Building a culture to evolve the global function towards end-to-end thinking, enhanced customer experiences, and business intelligence/insights driven.
  • 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.


Skills/Experience needed:
  • 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.


What you’ll get in return:
  • Competitive Salary.
  • Private healthcare.
  • Pension and Bonus scheme.
  • Colleague Clubcard.
  • Annual leave starting at 25 days.
  • Car Allowance.


Get in touch: 
If you are interested in hearing more about this job, please apply here or email your CV to [email protected] and we can arrange a call! Looking forward to hearing from you.
 

Apply to Phonsie Irwin

Phonsie is a talented and dynamic Junior Recruitment Consultant specializing in product, data, tech, and design. With a passion for connecting top-tier talent with innovative companies, Phonsie brings a fresh perspective to the world of recruitment.

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