As the Trust and Safety Operational Excellence Manager, you will play a pivotal role in improving the efficiency and effectiveness of our Trust and Safety operations. You will focus on optimising workflows, automating repetitive tasks, and ensuring our agents are focused on complex, critical cases that require human oversight. Additionally, you will manage relationships with our outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.
Role Responsibilities:
Workflow Optimisation:
- Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents.
- Work closely with the Vetting and Trust and Safety teams to ensure processes are efficient, robust, and fit for purpose.
- Collaborate with Product and Engineering teams to automate manual workflows where possible.
Cross-Functional Project Management:
- Lead and coordinate cross-functional Trust and Safety projects, ensuring timely and successful delivery.
- Work with key stakeholders to define project objectives, deliverables, and success criteria.
Management of Outsourcing Partnerships:
- Oversee the performance and quality of our BPO (Business Process Outsourcing) partners.
- Foster strong relationships with outsourcing partners to ensure alignment with Checkatrade’s Trust and Safety objectives.
- Monitor and report on partner performance against SLAs and KPIs, driving continuous improvement.
Management of Third-Party Providers
- Manage relationships with third-party service providers, such as digital verification and open-source checks.
- Regularly review and assess the performance of these providers to ensure high-quality services and value for money.
Quality Control
- Develop and implement quality assurance frameworks to monitor and improve operational processes.
- Provide insights and recommendations based on data analysis to improve overall efficiency and effectiveness.
Skills Required:
Operational & Project Management Expertise: Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
Analytical & Technical Proficiency: Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
Quality & Performance Management: Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
Cross-Functional Collaboration: Comfortable working across teams, including Trust and Safety, Vetting, Product, and Engineering, to implement automation and optimise workflows effectively.
What's in it for you?
- An exciting opportunity to join a household brand that is investing heavily in its future.
- A role with significant strategic impact and alignment with our mission.
- Excellent salary and benefits package which includes discounts from a wide range of retailers, a healthcare cash plan, and a scheme to help you buy the latest bikes or tech gadgets (plus much more!)
- With an impressive leadership team on board, committed investors and a roadmap for success, this will be a career-building opportunity
- Hybrid working applies. 4 days in the office
We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.