Operations Delivery Lead
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Job Summary
To guide and develop a high-performing team in the Complaints department, the full-time Operations Delivery Lead will support Team Managers, drive continuous operational improvement, and leverage AI technology to enhance customer outcomes in a hybrid work environment.
Key Responsibilities
- Support, guide, and develop 4-6 Team Managers, focusing on overall team success
- Partner with key teams to introduce new ways of working and adapt to new projects
- Encourage managers to utilize customer feedback and quality reviews for operational improvements
Required Qualifications
- Proven experience leading and coaching team members using established coaching models
- Strong analytical skills with the ability to turn data into practical decisions
- Resilience and flexibility to guide teams through change in a fast-paced environment
- Good judgment and clear decision-making skills
- Champion of using AI and modern tools to improve efficiency and customer experience
Complete Job Description
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