Summary

The customer operations manager leads Marcus shared services teams in Birmingham, covering recruitment, learning and development, knowledge management, workforce management, and quality assurance. The role supports team leaders, service-level delivery, process improvement, and colleague development.

Responsibilities

• Lead recruitment, learning, and development teams
• Oversee knowledge management and quality assurance
• Support shared services team leaders
• Allocate work assignments and operational resources
• Improve shared services processes and systems
• Monitor service levels and prepare performance reports
• Organise colleague training and learning sessions