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Operations - Project & Lifecycle Hub Manager

Employer
IPSOS MORI
Location
Harrow
Salary
Competitive
Closing date
2 May 2021

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Sector
Consultancy, Other
Contract Type
Permanent
Hours
Full Time
Job Function
Operations, Project Manager

Are you looking to develop a career in within one of the world’s largest Research Organisations?

 

This is a critical role within the Field department which is part of the Operations Division. The Field department conduct surveys with a variety people at their homes about their interests, opinions and concerns on behalf our different clients including government bodies, the media, national companies and charities on a broad range of topics. A panel of c.1000 casual and contracted Field Interviewers carry out this work.

 

The role…

 

The Project Lifecycle Hub Manager will be responsible for managing a small central hub that supports the successful delivery of Field projects. The central hub is accountable for all administrative tasks associated with the project lifecycle which include survey script set up, despatch and processing Interviewer pay claims whilst also providing support to our Field Interviewers and participants via the call centre Helpline.

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What will I be doing?

 

This is a senior-level role within the Operation division, reporting to the Associate Director of Recruitment, Training and Project Lifecycle Hub and working closely with the Senior Leadership Team to shape, coordinate and optimise the Hub.

 

This role will be a varied and interesting, with considerable scope for the successful candidate to shape further, including but not limited to:

 

Leading and managing a multifunctional Project Lifecycle Hub team to ensure administration, processes, people and data are optimized to deliver effective and efficient service to support key stakeholders whilst driving excellent levels of service.

 

Responsibility for:

  • Managing diverse and challenging stakeholders and building a strong customer-centric culture within the Project Lifecycle Hub Team.
  • Managing tasks and deliverables based upcoming priorities across the team.
  • Overall responsibility for the pay run and ensuring the team are accurately processing pay claims on time.
  • Owning the Field Helpline, maintaining coverage ratios for the Field Helpline including weekend cover, developing absence coverage plans and prioritising workloads.
  • Identifying process improvements, automation where possible and driving standardization within the team.
  • Using the Helpline metrics dashboard to provide regular insights and input to key stakeholders to identify improvements in training needs, Interviewer performance and project delivery to help reduce call volumes.
  • Build and use key metrics to allow scalability
  • Managing the validation process and ensuring these meet ISO standards.

 

What do I need to bring with me?

To be successful in this role you will need the following skills and experience: -

  • Experience of running a customer facing or operational contact centre or similar environment
  • Exceptional organisational and management skills.
  • Demonstrate the ability to manage and develop teams and individuals
  • A strategic thinker with the ability to take projects through from concept to completion
  • Excellent written and verbal communication skills
  • Self-motivated and able to keep up with a fast-paced environment
  • Demonstrate skills in change management

 

About us…

 

We are one of the world’s largest research companies and currently the only one primarily managed by researchers. With offices in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts globally with local knowledge to deliver top-quality research.

 

Our culture is unique - we have the entrepreneurial spirit and quirkiness of a small boutique, but we also have the resources, scale and diversity of a large global agency. We have more bright, friendly, hard-working and enthusiastic people, from more backgrounds, with more interests, skills and experiences to learn from. Our values are based on our diverse cultural backgrounds, helping us to be responsive, client-focused and flexible.

 

We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients. We understand the importance of choice and offer a blended work environment, office and work from home. We also realise you may have commitments outside of work and will consider all flexible working applications - please highlight what you are looking for when you make your application.

 

If this is what you are looking for from your next role, we look forward to hearing from you!

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