Director Business Process Improvement

ZipRecruiter; Leeds; On-site; GBP 70,000 - 100,000; Full time

Job summary

A global travel business seeks a Director of Business Process Improvement to enhance the strategic direction of their North England operation. This role demands a visionary leader with a strong background in customer service and proven financial acumen. Exceptional leadership skills and the ability to drive results while fostering high-performance teams are essential.

Qualifications

• Minimum of 10 years in senior management, preferably in customer service.
• Proven track record in managing multi-disciplinary teams within the hospitality or call-centre industry.

Responsibilities

• Drive strategic direction, growth, and profitability of North England operation.
• Lead off-shore teams and manage process optimisation.

Skills

Leadership

Strategic Thinking

Problem Solving

Financial Acumen

Communication

Negotiation

Adaptability

Relationship Building

Tools

CRM Systems

Data Analytics Tools

Call-centre Technologies

Job description

Job Description

About the Company

Our client is a global travel business with a huge reputation for service, technology, customer care and people focus.

About the Role

They have a pivotal vacancy for a Director of Business Process Improvement. The successful candidate will drive the overall strategic direction, growth, and profitability of their North England operation. The role requires a strategic thinker with strong leadership skills, business acumen, and a deep understanding of delivering enhanced customer service.

Responsibilities

• Strategic Planning and Execution
• Leadership including off-shore teams
• Strategic Operational Management
• Financial Management and Business Acumen
• Communication Skills and Business Reporting
• Process Optimisation

Qualifications

• Minimum of 10 years at a senior management position, reporting to C-suite.
• Must have operated within a customer-service, call-centre or hospitality industry, with a proven track record of managing multi-disciplinary teams and driving business growth
• Ability to build and sustain high-performance teams.
• Deep understanding of client-centric service delivery

Required Skills

• Strong leadership and people management skills, with the ability to motivate, guide and empower teams.
• Excellent strategic thinking, problem-solving, and decision-making abilities.
• In-depth knowledge of call-centre operations including trends, technologies, and best practices.
• Exceptional financial acumen, with experience managing P&L and budgeting responsibilities.
• Outstanding communication, negotiation, and relationship-building skills.
• Proficiency in call-centre technologies, CRM systems, and data analytics tools.
• Ability to adapt to fast-paced environments and manage multiple projects simultaneously.
• Visionary leader with a passion for innovation and industry leadership.
• Results-driven with a focus on both short-term and long-term goals.
• Strong interpersonal skills with the ability to build relationships at all levels.
• Proactive, with a focus on continuous improvement and growth.
• Highly adaptable to changing market dynamics and client needs.

*This role is fully office based in the North of England*

£££ Excellent remuneration package on offer