Are you ready to lead with purpose, drive strategic growth, and bring Sky’s values to our partnerships? We are looking for a dynamic Head of Operations to oversee and enhance our contact centre relationships. This role will be essential in aligning our partners with Sky’s customer focus, driving outstanding sales and service results, and creating a seamless integration of our company culture into the offshore environment. You will play a key role in helping us shape a better, simpler, and more responsible future for our customers.
What you'll do:
1. Strategic Partnerships: Take charge of our offshore partnerships, ensuring each partner’s performance aligns with Sky’s values.
2. Drive Sales and Performance: Set ambitious goals and support partners to exceed sales and service targets, reflecting our “Believe in Better” ethos and commitment to customer satisfaction.
3. Foster Collaborative Relationships: Develop open, trust-based relationships with partners to encourage shared accountability, inclusivity, and collective success. This would be demonstrated through strong negotiation and influencing communication skills, with an ability to manage conflict resolution effectively.
4. Sky’s Culture Abroad: Champion Sky’s values within offshore teams, integrating our customer-centric, inclusive culture into local practices to enhance employee engagement and customer experience, whilst being respectful of the partnerships unique culture and ways of working.
5. Team Leadership and Management: Lead, influence, and develop the relevant offshore management team, ensuring they have the resources, skills, and support needed to perform their roles effectively.
6. Ensure Operational Excellence: Oversee operations with a focus on efficiency, quality, and simplifying processes, creating a smooth, optimised experience for customers. Ensure teams deliver superior customer experiences while handling daily operations and workflow.
7. Plan and Innovate for Growth: Strategically design and execute long-term growth plans for partner engagement, ensuring alignment with Sky’s mission to build a “better tomorrow.”
8. Contract and Compliance: Input consultatively on the Risk and Reward elements of the contracts.
9. Drive Continuous Improvement: Actively seek opportunities for innovation and improvement, empowering teams to be creative and action-oriented in pursuing excellence.
10. Risk Management: Ensure that all offshore teams adhere to contractual obligations, client expectations, and relevant legal and regulatory requirements.
What you'll bring:
11. Experience in partner management or working directly for a BPO: Experience in managing volume outsourced or offshore contact centres, particularly in sales-driven environments, with a track record of impactful results.
12. Inspiring Leader: Skilled in motivating large, diverse teams and building a strong, inclusive culture that embraces Sky’s commitment to collaboration.
13. Change-Maker: Enthusiastic about leading and adapting to change, with a continuous improvement mindset. Demonstrated experience in successfully executing this to a high standard.
14. Strategic Visionary: Skilled at setting and executing strategies that align with Sky’s goals. Ability to craft and execute these sales strategies, promote performance and meet resource and budget predictions
15. Collaborative Influencer: Proven capability to foster teamwork and build consensus, especially in matrixed environments. Proficiency to influence improvements across organizational boundaries.
16. Confident communicator: Ability to use data to tell a compelling data led conversation to influence
17. Experienced Change Leader: Demonstrated ability to lead complex projects and operational change initiatives across partner or offshore environments, ensuring alignment with strategic goals and minimal disruption to performance or culture.
18. Proven success in managing and delivering results through partner performance through clear metrics and high accountability.
19. Strong negotiation, communication, and analytical skills, with the ability to manage conflict resolution.
20. Strong leadership qualities that inspire alignment with Sky’s values.
The rewards
There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster:
21. Sky Q, for the TV you love all in one place
22. The magic of Sky Glass at an exclusive rate
23. A generous pension package
24. Private healthcare
25. Discounted mobile and broadband
26. A wide range of Sky VIP rewards and experiences
Inclusion & how you'll work:
Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky.
We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process.