A UK-based financial services firm came to Business Talent Group seeking an interim operations leader to steady the ship during the period between the incumbent director’s departure and the start date for their replacement. In this critical, customer-centric role, the talent would serve as glue for the sales team, the operations team, the complaints team, the contact centre team, as well as international teams. The project required that the candidate have familiarity working in a highly regulated environment and experience managing a contact centre in a customer facing leadership role of some capacity.
BTG placed an interim operations director with extensive experience in all aspects of the customer lifecycle, both in-house and outsourced multi-sited contact centre operations. The talent provided critical coverage during a leadership gap as the client explored long-term solutions and other supporting roles.