Support Lead - eFinancialCareers : Job Details

Operations Support LeadApplication Deadline: 28 February 2025 Department: IT Employment Type: Permanent - Full Time Location: Home United Kingdom DescriptionYou are responsible for the daily support of the Service and Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success. Your focus is to help maintain high levels of service quality, efficiency, and customer satisfaction. You will support the teams in their Problem Management and continual improvement activities, working closely with other teams to drive continuous improvement initiatives and implement best practices. You will carry out workforce management, managing shift patterns across all regions and ensuring smooth handoffs between the teams. Ensuring knowledge and guidance is consistent across all operations teams and acting as a contact point to help unblock and deal with challenges faced within the team. A key responsibility of the Ops Lead is managing major incidents, ensuring timely resolution, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity. Key Responsibilities•Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance. •Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement. • Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business. •Promote a culture of problem-solving within the support teams with a proactive mindset. •Support the automation-first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention. •Manage resource and ensure the team have the skills and tools needed to be successful. •Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency. •Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress. •Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed. •Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery. •Act as a point of escalation for complex customer service issues. •Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements. •Work closely with other teams and business areas to maintain and improve the service operations frameworks. Skills, Knowledge & Expertise•Experience in a customer facing role. •Strong understanding of customer service principles and practices, with an emphasis on problem solving. •Proven experience in leading and managing major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure •Exceptional leadership and people management skills. •Excellent communication and interpersonal skills, with the ability to engage and influence at all levels. •Excellent conflict management skills. •Strategic thinker with strong analytical and problem-solving skills. •Experience of agile processes an advantage. Soft Skills•Have the ability to inspire, motivate and guide a team to achieve their goals. •Have excellent communication and interpersonal skills. •Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner. •Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations. •A strong focus on customer satisfaction, recognise their needs and ensure communication to meet/or exceed these. •Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation. •Ability to make quick, informed decisions under pressure, balancing urgency with thoughtful risk assessment. Job BenefitsDavies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:

• Reward platform - discounts for over 800 retailers
• 25 days holiday (rising with service)
• EAP with virtual GP
• 2 x paid volunteering days
• Enhanced maternity and paternity leave policies
• Fostering friendly and fertility support employer
• Pension - matched contribution at 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualifications where applicable