Contact Centre Manager / Shared Service Specialist

Location: Morrisons Head Office Bradford
Job type: Full Time
Closing Date: Friday, 28 October 2016

Contact Centre Manager / Shared Service Specialist

We have a fantastic opportunity for a Contact Centre Manager / Shared Service Specialist to join the Finance team at our Head Office in Bradford. Reporting into HR Operations Manager you will provide a quality and consistent daily management to the Shared Service Contact Centre. You will work with the broader Shared Service Centre team to champion new ways of working and support business HR requirements which will contribute towards process improvements. You will be responsible for reviewing processes and activities with our customers and 3rd party providers and driving the strategy and focus of the team.

Here at Morrisons our Contact Centre Manager / Shared Service Specialist do the following:

  • Lead a team of 10
  • Ensuring the team provide a professional, high quality and compliant advice, guidance, support and information in line with Company policies and procedures, and the Shared Service Centre SLA's
  • Resolving more complex queries including escalations by the team in relation to policies, procedures and statutory requirements to support the CEO teams.
  • Ensuring that accurate and timely People metrics are produced and developed as required by the business
  • Identifying areas of continuous improvement or added value in relation to all People transactional systems, processes and procedures
  • Ensuring the team are effectively trained and developed and that there is appropriate work structures in place to support this
  • Delivering accurate MI packs to support decision making and improvements across the function
  • Support the SSC climate survey and engagement initiatives
  • Building and maintaining a working partnership with our centres of excellence team
  • Working in a collaborative manner with the team and our centres of excellence to offer continuous process improvement ideas

What skills and qualifications do I need to be a successful Contact Centre Manager / Shared Service Specialist?

  • Understanding of a shared service centre
  • The ability to care about customers and ensure you are helpful in your job
  • Ability to work in a pressurised environment, maintaining professionalism at all times.
  • Flexibility and be a good team player
  • The ability to create an environment where you support your colleagues
  • Ability to work in a team and independently.
  • Clear understanding of KPI's and delivery of customer expectations

Finance is a critical function which both controls and making things happen. The finance team is involved at some level in every major business decision, so they not only provide support for the whole organisation but also help to shape our customer proposition for tomorrow. Wherever you work in Finance you will have a finger on the pulse and an eye on the future.

If you're interested in taking on a new challenge and have the skills to strengthen our team further, then we want to hear from you!

Our aim to offer more of what matters extends to our employees too. Join us, and you can expect to enjoy great career prospects and a very competitive pay and benefits package. In addition to an attractive salary, we offer a discount card for you and a friend or family member giving you 10% off your shopping in Morrisons. We also offer company share options, a highly competitive pension scheme, Life Assurance and more besides.

We are an equal opportunities employer and welcome applications from all sections of the community.

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