Director Outsourced Operations

Job Details : Director Outsourced Operations

Full details of the job.

Vacancy Name : Director Outsourced Operations

Vacancy No : VN662

Employment Type : Full-Time

Location : City, Country

Job Description :

Dye & Durham Limited is a leading provider of cloud–based software and technology solutions designed to improve efficiency and increase productivity for legal and business professionals. Dye & Durham provides critical information services and workflows, which clients use to manage their process, information, and regulatory requirements. The Company has operations in Canada, the United Kingdom, Ireland, and Australia, and has a strong blue-chip customer base that includes law firms, financial service institutions, and government organizations.

Are you looking for an exciting new challenge? Want a career where you can make a real impact? At Dye & Durham, we are always on the lookout for talented and driven individuals to join our diverse team; helping us to deliver our innovative solutions across the globe and allowing our clients to access the critical information they need, when they need it. Make a difference with Dye & Durham.

WHAT WILL YOU DO?

• Provide leadership to service delivery departments.
• Set strategy to grow the business services across Dye & Durham’s UK customer base.
• Proactively manage clients expectations by identifying trends and proposing resolution, training or solutions to reduce reliance on the support team.
• Implement the strategic goals for the department and monitor pre-agreed SLA / KPI’s.
• Listen & gather feedback from staff, clients, colleagues & peers to improve your understanding of how your teams services are perceived and provided.
• Ensure there is sufficient skilled resource to deliver the services effectively with professionalism and integrity.
• Ensure there is a culture of client service focus and the development of strong long lasting client relations.
• Continually monitor service delivery to identify areas of improvement, enhancement and efficiency and demonstrate such improvement through reduced unit cost and or client satisfaction metrics.
• Ensure all operational procedures across service delivery are in place and consistently executed across all operational locations and teams.
• Support colleagues in ensuring all services are delivered in a manner consistent with compliance requirements, particularly SARs, MLP, HMRC and DPO as relevant to the service profile.
• Develop and maintain effective working relationship with other Senior Managers, supporting and covering for them in their absence.
• Ensure continuous personal professional development and knowledge of legal and other relevant professions.
• Budget responsibility for all client service functions.
• Responsible for strategy of the client service to drive and deliver sustainable growth.
• Identify, cultivate and maintain third party relationships.
• Be a point of escalation for complaint management.
• Develop strong relationships with all service delivery managers to build an effective team.
• Ensure identified training to be carried out by appropriate person.
• Speak to clients and assist the Finance Department where there are credit control issues surrounding a client.
• Authorising suspension and cancellation of service where appropriate.
• Monitoring Cashiering, Payroll and Bookkeeping invoicing to ensure all are invoiced correctly.
• Liaise with Product Manager and other software development stakeholders to feed into the design and priority of functional software changes.
• Continually attend CPD events to ensure department is aware of all relevant rules and regulations.

WHAT DO WE NEED FROM YOU?

WHY WORK FOR US?

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries, a whole host of benefits such as, overseas transfer opportunities, healthcare, pension, company discounts, wellness programs, paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

Hit apply & your application will be reviewed by our talent acquisition team and suitable candidates will be contacted directly.

Please note that this position is subject to Security Checks.

Dye & Durham is an equal opportunity employer. We provide opportunities without regard to race, colour, religion, sexual orientation, gender identity, national origin, marital or family status, disability status or other applicable legally protected characteristics.

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