Head of Outsourced Services - Exeter, Brinkworth & Abercynon
Salary - £60 - £75 k
This is an exciting opportunity to lead and elevate a well-established and fast paced outsourced services operation across multiple offices in the South West, guiding experienced Processing Experts and Contact Centre teams into their next phase of performance and growth.
The Head of Outsourced Services will inspire a culture of accountability, pride and continuous improvement, ensuring outstanding service delivery for our local authority parking and permit customers. With clear performance visibility and strong people leadership, they will empower teams to perform at their best while driving measurable improvements in efficiency and customer experience.
We are seeking a leader who believes improvement starts with people, but who is equally confident in challenging legacy practices and delivering meaningful, lasting change.
Responsibilities include:
* Create and maintain the business proposition for a business processing service, including the service outline, SLAs, benefits and pricing that can be used in tenders.
* Participate in the bid review process to ensure the right services are included in any new or cross sell opportunities with customers.
* Manage quotes and invoices for customers wishing to use the BP team services.
* Meet with the customer during implementation to explain the service to be provided and how updates will work after launch
* Work with our implementation team on new projects wherever there is impact or cross over with business processing teams to ensure the project goes smoothly and teams are ready to pick up the work at go live.
* Ensure there is a clear contract of work and expectation for each customer who uses the service.
* Deal with escalations or complex issues that the team are unable to handle.
* Use data to drive continuous process improvement, looking for ways to be more cost efficient in line with company goals.
* Understand and manage income and cost of the department, constantly looking for ways to improve the bottom line.
Requirements are:
* Proven experience in business process outsourcing
* Strong understanding of outsourcing strategies, processes, and best practices.
* Excellent negotiation and contract management skills.
* Ability to analyze data, identify trends, and drive process improvement.
* Strong leadership, communication, and decision-making skills.
* Knowledge of regulatory requirements and industry standards.
* Experience in managing risks and resolving issues.
* Experience of working in public/private parking sector would be advantageous