Customer Support Operations Manager

Location: Hybrid role based in Windsor, UK, 3 days in the office including Mondays

Overview

The Operations Manager role is responsible for the management of maintenance operational tasks in all covered regions. This role manages a sub-team of Operations Support Specialists, and is accountable to clients for the maintenance of all existing solutions, utilising a best-practice approach, and adhering to agreed scope, time, and quality.

Key areas of responsibility:

Operations management for recurring change requests

• Manage day-to-day activities of the sub-team, to ensure account updates and data excellence are maintained
• Prioritise and delegate to ensure all tasks are completed on time and following team procedures
• Responsible for overall data maintenance of client accounts to ensure a successful outcome
• Understand financial implications of not delivering agreed service and maintenance tasks
• Manage account distribution amongst all team members and aligning with all stakeholders to ensure data excellence to secure long-term client retention.

Operational leadership and engagement

• Lead and support the wider team with complex queries and best practices through coaching
• Lead a sub-team to achieve company, division, team and personal objectives whilst resolving any deviations from agreed processes
• Balance commercial team requirements with standard operating procedures, proposing relevant solutions and escalating to senior management as required
• Effectively build relationships with external and internal stakeholders, by leading and presenting in meetings.

Process improvement and innovation

• Maintain and track service KPIs, pro actively implementing corrective actions to mitigate poor performance in sub-team
• Act as the main point of contact for existing clients and resolve issues in a timely and effective manner, while effectively communicating status/impact and implications with the client to maintain a high rate of client satisfaction
• Provide performance feedback and goal setting for the sub-team; conduct annual performance assessments and skill development and training
• Proactively identify initiatives to improve quality and efficiency in process improvements and best practices
• Continuously improve their onboarding process and develop new team members.

Qualified candidates will possess:

Education & Experience

• Team management experience
• Proven track record in operations management and KPI reporting.
• Understanding of database management, eCommerce, and eBusiness tools

Skills & Abilities

• Excel and Word at proficient level
• Excellent organisational skills, decision-making, problem-solving
• Ability to prioritise and delegate.
• Multicultural awareness
• Excellent communication skills (including a good standard of written and spoken English)

Aptitudes

• Self-motivated and goal-oriented
• Excellent interpersonal skills
• Ability to work in a matrix structure and inspire high team spirit and togetherness.

Behavioural

• Dynamic and initiative-taking personality
• Good adaptability and flexibility
• Ability to work well within a team environment.

Performance

• Adherence to agreed team procedures and delivery of implementations on time, to the agreed specification, timings and budget.

Contacts

• Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team

In addition, the following will be an advantage:

• Diploma in Operations Management or Business Management
• Experience supporting SaaS solutions for customers
• Experience working with global clients and international colleagues
• Second European Language

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.