Customer Operations Programme Manager

Customer Operations Programme Manager
Based in North West London
38.15per hour
Hybrid working - 3 days in 2 days from home

Main purpose of the role

Operational lead for Home Ownership team, that effectively manages and tracks performance of multiple operational programmes and actions across the department to ensure on time delivery of actions and clear visibility or progress and performance. Accurate tracking and programme management is key in order to maintain operational performance. Ensures key stakeholders are engaged and operational issues are addressed and escalated appropriately ensuring that customer considerations are paramount.

Key Accountabilities

• Produce workstream or programme plans, ensuring that all activities are identified, are appropriately organised to deliver programme objectives, and comply with the overall programme plans.
• Contribute information and analysis to support the specification of programme Deliverables, incorporating lessons learnt and change where required.
• Edits documents in line with organisational style guidelines and prepare information for publication. Including departmental reporting such as for Project Control Groups, governance gateways and board reports.
• Deliver stakeholder engagement activities to support the development of effective working relationships across the teams for programmes and to identify and respond to stakeholder needs and concerns.
• Contribute to the management of partnering relationships with internal teams, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
• Carry out delegated activities to support the identification and evaluation of risks, issues, dependencies, and constraints associated with the programmes of activity, as well as the design of mitigating solutions and lessons learnt.
• Plan and deliver small programme or workstreams, using an appropriate programme management methodology to give assurance that intended outcomes are achieved.
• Draft programme review reports and presentations, including key information, commentary, and recommendations, to support the review process and enable stakeholders to evaluate progress and agree on change.
• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.
• Carry out delegated activities that support the delivery of customer operations ensuring fast resolution of escalating issues.
• Act as a technical reference and escalation point for a team, resolving somewhat complex and unforeseen issues and providing advice and guidance on process and procedure, to support others in delivering their duties.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfil personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Experience and pre-qualification criteria Essential:

• Substantial experience in reporting and tracking multiple programmes in parallel Programme Management experience Substantial ability in the creating of engaging informative reports
• Enhanced skills in collaboration, communicating and influencing
• Experience in adherence to brand guidelines and internal standards
• Experience in following project and programme governance
• Substantial advanced experience in the use of excel, powerpoint and other key Microsoft programmes
• Proven experience in similar role in a large business
• Attention to detail and inquisitive nature with the ability to foster collaboration and build relationships across teams Demonstrable experience in a customer focused role and organisation