Head of Enablement

Skills

About the Role

You will lead Workforce Management, Training and Knowledge, and Quality Assurance through specialist leaders. You will define the enablement strategy, manage capacity and performance, establish reliable CX metrics, oversee learning and QA frameworks, and deliver automation, AI, and process improvements across global customer operations.

Requirements

• Ten to fifteen years of customer experience or contact-centre operations experience
• Senior leadership experience in multi-site and multi-region enablement or operational support functions
• Experience in Workforce Management, Training and Knowledge Management, and Quality Assurance
• Experience improving efficiency and quality
• Analytical and reporting skills
• Senior stakeholder-management experience
• Experience leading managers across geographies and through change
• Background in financial services, fintech, or trading
• Experience in an FCA-regulated environment
• Experience with outsourcing partners or AI and digital transformation in customer service

Responsibilities

• Lead and develop the Enablement function
• Line manage Workforce Management, Training and Knowledge, and Quality Assurance leaders
• Own the Enablement strategy and roadmap
• Identify automation, AI, and process-redesign opportunities
• Oversee workforce forecasting, capacity planning, scheduling, and intraday management
• Manage service level, occupancy, shrinkage, and adherence
• Establish common CX performance metrics
• Oversee learning, onboarding, and knowledge strategy
• Maintain an accurate knowledge base for agents and AI assistants
• Own the Quality Assurance framework
• Lead root-cause analysis and feed findings into coaching and process fixes
• Partner with regional CX, Product, Compliance, Technology, and outsourcing partners
• Define and report the Enablement scorecard

Benefits

• Hybrid work arrangement with three days in the office