Main Purpose of Role As an Operations Manager, you are responsible for the day-to-day management of the careline team dedicated to Danone and their consumers, ranging from waters, dairy and plant-based products to specialised nutrition. This is primarily an operational role but you will also need leadership qualities and be able work closely with Konecta and Danone stakeholders. The role would suit someone who is focused on people and processes. In particular, you will need to be able to manage the efficiency and effectiveness of our operations. This person will be proactive, organised, detail oriented, analytical and have extensive people management experience. This role touches on all aspects of the Danone activity at Konecta, and you will need to have a holistic view of the entire operation, working closely with and coordinating the efforts of all members of the team - Careline advisors, team leader, trainer and quality controller, complaints manager and subject matter experts (midwives and nutritionist). You will quickly build effective working relationships with your colleagues and client stakeholders in order to manage the efficiency and effectiveness of the entire operation. The Operations Manager is a crucial role in the structure of the Danone account at Konecta, as you will need to translate the Client Services & Delivery Director and Danone’s strategic vision into tactical and operational plans. Equally, you will need to act as the voice of the account, presenting ideas and feedback from the operational teams to more senior stakeholders. Skills Requirements Leadership - you must inspire and motivate your team to deliver an exceptional service to Danone and their consumers Organisation - you will need to be highly organised to effectively and smoothly balance the various elements of the role, but also able to re-prioritise tasks depending on current priorities Relationship building - you will need to build and grow positive relationships with multiple client stakeholders as well as your direct reports and Konecta colleagues Communication - you will need to lead, facilitate and participate in a variety of meetings and workshops, therefore you must be able to express your ideas, opinions and statements clearly and justify them with relevant data or reasoning Analytical - you will be highly observant and always looking to identify cause and effect in all aspects of the campaign. You will use data, your own observation, testimony from colleagues and clients and more to analyse processes and identify areas for improvement or change Experience - this is a senior role and requires someone who can quickly settle and lead the account effectively. 3 years’ experience in a similar role, preferably within the FMCG sector, is essential Who are Konecta UK? We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Learn more here: https://www.konecta-group.com/who-we-are Why work for us? Konecta UK working culture of fun and sociable team environment Pension Scheme Eye test vouchers and discounts Discounted corporate gym membership with Nuffield Involvement with local charities and fundraising days Campaign specific benefits including discounts, incentives and prizes Recommend a friend scheme paid reward of £500 Apprenticeships qualifications and career flight path schemes Perk Box: Recognition and reward scheme Cycle to work scheme Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 8am – 8pm Monday to Friday and 10am – 5pm Saturday, your Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training. Opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the CSDD (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.