Operations Director
Leicester
£90,000 - £110,000p.a. depending on experience, plus bonus and car allowance

• Are you ready to lead and inspire a team of customer focussed individuals to achieve positive results?
• Do you thrive in a busy call-centre environment?
• Do you want to work for a vibrant, enthusiastic company who truly celebrate success and collaboration?

The Company:
ER Recruitment are working in partnership with PPL PRS, the UK's music licensing company. They are a passionate team of like-minded individuals who work together and believe in protecting the value of music.
The successful candidate will be a people-person and a determined individual, who ensures that quality client services are provided at all levels.

Role & Responsibilities of the Operations Director:

• Recommend, gain agreement to, and implement a customer strategy and operating plan to deliver cash collection and projected growth targets.
• Assist the Managing Director in embedding a new customer centric organisation using the clearly defined company values to engender a service driven organisation.
• Support direct reports in building and managing relationships with licensees, debtors, and debt collection agencies. Where appropriate, to resolve the most complex complaints to deliver the desired outcome and manage reputational risks.
• Continuously monitor business performance against metrics with direct reports, review trends and resources to address under-performance.
• Ensure public performance licensing operations are being delivered in a cost-effective manner while maintaining excellent customer service levels.
• Work in partnership with relevant departments / roles to drive continuous improvements of Customer processes (including knowledge sharing) and systems.
• Own the relationships with internal and external stakeholders to ensure collection and debt recovery schemes are operationally efficient.
• Identify and mitigate risks within the Customer Operations department and across the business.
• Provide clear and strong leadership, management, and communication for the Operations teams, translating strategic goals into actionable plans, deploying resources to realise the departments’ strategic ambitions, and leading by example.
• Ensure policies and procedures are adhered to across Operations to maintain professional standards.
• Develop and implement initiatives to achieve high levels of employee satisfaction, morale, and retention and to control absence levels across Operations to agreed levels.
• Be accountable for recommending to the Board and then managing the agreed annual cost and cash collection budget for the business.
• Provide monthly forecasting of costs and cash collection.
• Take overall responsibility for the Operations data, including setting strategic direction, approving change, and supporting data governance activities.

About You as the Operations Director:

• Significant track record in implementing cash collection and debt recovery strategies & processes.
• Ability to build and motivate high performing service teams.
• Experience of managing outsourced debt collection agencies.
• Leadership at a senior, including executive, stakeholder level.
• Executive stakeholder relationship management experience.
• A capable and experienced negotiator.
• Understands direct and indirect collections models and business development experience.
• Understands the full customer lifecycle from sales to collections and enforcements.
• Commercially focused.
• Good communication and influencing skills.
• Decision making and judgement skills.
• Ability to drive for results.
• Strategic thinking and planning ability.

Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.

While we aim to get back to all applicants, if you do not receive a response within 7 working days then unfortunately your application has been unsuccessful on this occasion.

We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.

We look forward to hearing from you.