This role is accountable and responsible for leading the Tesco Business Services (TBS) hub in Waterford and creating a centre of scale and excellence in the Republic of Ireland. You will be responsible for: Leading the Waterford hub, managing day to day running of the hub seamlessly with the office manager, ensuring colleague safety and compliance Defining and implementing operations strategy, structure, and processes Leading the customer facing operational teams in Waterford, to deliver an effortless customer experience, by creating a culture of highly-engaged colleagues where people are passionate about resolving customer issues and improving customer satisfaction Leading operational performance, working closely with the Global support teams i.e. resource planning, service experience, risk and compliance, training and knowledge teams etc. Delivering operational excellence with clear accountability of the metrics that drive efficiency and effectiveness. Metrics include customer satisfaction, NPS, quality, absence, adherence, productivity, utilisation and attrition A member of TBS Senior Leadership team and accountable for driving and implementing TBS and CCEC strategy Strategically partnering with the in-market senior stakeholders and with ROI leadership to drive business change and market alignment Building a culture to evolve the global function towards end-to-end thinking, enhanced Driving a bottom-up culture of continuous improvement where our colleagues feel empowered to do structured problem solving, implement change, innovate, with a mindset of challenging the status quo. Creating a winning people culture as a differentiator through strong engagement, ensuring we attract and retain talent through making Waterford hub a great place to work and rewarding and recognising great performance. Forecasting and managing the budgets and business case effectively with shrewd commercial acumen Data-driven insights to identify areas for improvement and partner with transformation teams to implement effective solutions and system, to drive value and efficiency for the business/ customers Fostering a collaborative approach within and across the operational and suppor teams Staying abreast of industry trends and regulations, particularly within the mobile telecoms sector, to ensure compliance and adaptability. Creating, developing and maturing new capabilities as we look to expand the Waterford hub to be multi-functional You will need: Demonstrated experience in leading large, diverse teams with a focus on delivering exceptional customer service. Background in Retail or Mobile Telecoms industry preferred, with a deep understanding of associated regulations and complexities. Strong proficiency in leveraging technology and data analytics to drive operational improvements. Familiarity with AI technologies and their applications in enhancing contact centre operations is advantageous. Operations and change management experience – particularly with regard to expanding capabilities across the hub Experience building and maintaining credible and long-lasting relationships with senior management and leadership teams Strong working knowledge of industry regulations and legal guidelines Experience developing and owning budgets and business plans Superior negotiation skills for both internal and external purposes Strong working knowledge of complex data analysis/insights and performance metrics Strategy development and execution experience What's in it for you: We offer excellent benefits that help make Tesco a great place to work. These include but aren’t limited to: Competitive Salary Life Assurance Pension Scheme Bonus Scheme Our Virtual GP service provides free and confidential access to an online GP through video GP consultations, and online prescription service for colleagues. The service is also available to families of colleagues who live at the same address for a reduced cost. 24/7 access to our Employee Assistance Programme (EAP) for you and family members for in the moment emotional support along with free access to a range of wellbeing services supporting you under our new Wellbeing First approach of Body, Mind and Life. Colleague Clubcard with 10% discount increasing to 15% starting on the last Friday of each month for 3 days (including a 2nd card for a family member) Annual leave starting at 23 days Save As You Earn Scheme Entry requirements and rules of the scheme apply About us: Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet. We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco. We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you. NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date. We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility