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|Sector||Investment & Middle Office|
We are seeking individuals for a Head of Service Performance opportunity with a leading Investment MAnager based here in London. The ideal candidate will come form a client services/ change background. You will lead a team, who are responsible for developing Workforce Management and operational performance capabilities within Client Services.
- Implementation of effective planning against expected contact, staffing and ongoing change across contact channels for all business area supported by CS
- Lead a small team, which act as central point of contact across business
- Work with business channels leads to implement service improvements
- Overall management of teams development evaluating strengths and areas of focus within a competency and succession framework
- Excellent knowledge of call routing systems to optimise service delivery
- Ability to develop and utilise statistical information to improve performance.
- Knowledge of workforce planning tools.
- Team player with an open, collaborative and approachable manner.
- Demonstrate capability for decision making, sound judgment and assertiveness
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