Business Intelligence & Operations Manager

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

The role of Business Intelligence & Operations Manager will lead a function responsible for the creation and implementation of our business improvement and transformation strategy within all Enterprise, operational areas.  Reporting into the Head of Operations and Transformation, this is senior role within TalkTalk Business Direct and is critical to our success as we undertake to transform complex environments, including delivery of software solutions, process improvements and other key changes to drive better business outcomes.  The role will also lead an enhanced Escalation and Jeopardy function with responsibility for a team of 1 x Lead Escalation Manager and 1 x Jeopardy Escalation Manager.

Responsibilities include but are not limited to: ownership of our largest customers service experience; leading and creating an operational improvement plan; business case creation and benefit realisation; and shaping and executing upon the business plan and Plan-on-a-Page objectives to deliver class-leading customer service and improved commercial performance.  The role will also support the leadership of any integration projects into the Enterprise Division as we seek to exploit the benefits of automation and wider TalkTalk Group capability (e.g., Virtual1).

The role requires strong communication and presentation skills, a keen eye for detail and an individual who is at home working in a fast-paced workplace where priorities and requirements can change rapidly. Above all the role will demand an agile approach with constant collaboration with stakeholders and continuous improvement at every stage to drive progress and to maintain momentum.

Your responsibilities

• Responsible for the creation and implementation of our business improvement and transformation strategy within all Enterprise, operational areas.
• Responsible for the transformation of a complex business environment including delivery of software solutions, process improvements and other key changes to drive better business outcomes.
• Responsible to support the implementation and continuous improvement of a single Service Desk function, capable of future growth, scale, development and ambition. 
• Responsible to lead an enhanced Escalation and Jeopardy function, comprising a team of 1 x Lead Escalation Manager and 1 x Jeopardy Escalation Manager.
• Keenness to challenge the status-quo, to seek out inefficiencies and to use initiative to make changes or suggest improvements whilst onboarding new ways of working that positively benefits our customers and operational colleagues.
• Accountable to acquire and interpret real-word data, analyse results, and provide ongoing insight and Business Improvement capability.
• Responsible for the development and maintenance of critical process documentation.
• Accountable for defining the right performance metrics/KPIs to measure transformation over time and to ensure maximum output, continuous improvement, and to better inform areas for future attention and focus.
• Responsible for commercial and financial modelling.
• Responsible for business planning and forecasting.
• Accountable to achieve function-related, Plan-on-a-Page objectives and any additional objectives set by the Head of Operations and Transformation.

To be successful in the role

• Strategic thinker, with proven ability to create and delivery operational transformations for multi-million-pound organisations.
• Proven ability to lead transformation roles, shaping and executing the plan based on real-world data and insight.
• Leading the development, prioritisation and delivery of operational improvements in a complex and fast-moving environment.
• Experience of commercial and financial modelling, inclusive long-term business planning and forecasting.
• Continuous improvement mindset and an innovative and collaborative attitude.
• A passionate advocate for long-term, strategic change from a customer-centric viewpoint.
• Ability to articulate long-term plans and goals and how they will result in future efficiency/commercial savings or value-add activities.
• Experience leading process creation and owning deployment projects for multi-million-pound organisations.
• People leadership experience, ideally managing Operations or Customer Service teams – overseeing performance management on an individual and team basis.
• Able to demonstrate continual personal development and desire to champion similar in those reporting directly into this role.
• Experience in leading cross-functional teams –prioritising key-factors, acting decisively, promptly and confidently
• Excellent decision making and problem-solving skills – probing, considering alternative perspectives and analysing root-cause.
• Experience with a Telecommunications Provider / ISP or Systems Integrator.
• Experience operating in a regulated industry.

What can we offer you?

• Free TalkTalk broadband for all employees!
• Electric car charging points available at our HQ.
• Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
• Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
• Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this Business Intelligence & Operations Manager role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.