Role Overview and Responsibilities
We are seeking a proactive and experienced professional to lead the redesign and implementation of our Central Support Function. This pivotal role will be responsible for standing up resources and establishing teams across customer service, contract management, planning, and scheduling. The successful candidate will drive transformation initiatives, ensuring alignment with organisational objectives, and fostering collaboration between departments to optimise service delivery, business and customer support.
Key Responsibilities
* Design and execute the central support function overhaul, embedding process redesign and resource allocation.
* Build, recruit, and develop teams within customer service, contract management, planning, and scheduling with the BAU lead to be aligned for the installation of one common operational and scheduling platform.
* Establish frameworks, KPIs, and reporting mechanisms to monitor progress and ensure continuous improvement.
* Collaborate with stakeholders across the business to ensure seamless integration and effective communication.
* Work with business change lead providing guidance and support to staff during transition periods.
Required Skills and Experience
* Proven track record in leading operational redesign or transformation projects.
* Strong leadership and team-building abilities, with experience in implementing change in systems and teams.
* Excellent communication and stakeholder management skills.
* Familiarity with customer service, contract management, planning, and scheduling functions.
* Analytical mindset with the ability to develop and implement performance metrics.
If you are passionate about driving organisational change and building high-performing teams, we invite you to apply for this exciting opportunity.
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