Customer Operations Manager
other jobs Michael Page Business Support
Added before 2 Days
- England,Yorkshire and The Humber,West Yorkshire,Wakefield
- Full Time, Permanent
- £60,000 - £70,000 per annum
Job Description:
Full job descriptionThe Customer Operations Manager is a new role focused on managing a complex, high level Customer Operation, positively influencing the team to deliver positive outcomes for customers and key clients
Client Details
Our client is a long established professional services business who are going through a period of growth
Description
*Positively lead, manage and develop a complex customer operation to deliver against key business metrics
*Manage relationships with key external clients, ensuring the delivery of contractual agreements
*Drive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journey
*Create a high performance culture across the operations through sharing of best practise, nurturing and development.
*Identify opportunities to automate and implement new technologies to delivery positive customer outcomes, in shorter timescales, reducing cost to service
*Identify areas to automate and remove manual processes to improve overall operational efficiency
*Take ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationships
*Create and implement KPI & SLA metrics that align with business, customer & client needs
*Positively influence senior stakeholders to embrace change and continuous improvement activities
*Manage budget and operational forecast in line with business performance
Profile
*Experience leading a Customer focused operations - 100fte+
*Management of B2B Customer / Client Agreements / contracts
*Proven record of influencing & facing into senior stakeholders including C-SUITE
*Ability to lead, motivate and inspire a team of senior professionals
*Excellent attention to details
*Ability to improve operational processes through automation and introduction of technology
Job Offer
*Salary ranging from £60,000 to £70,000, dependent on the level of experience.
*Permanent position in Wakefield, West Yorkshire
*Hybrid - 3/4 days on site
*Bonus up to 10%
*25 days holiday plus Bank Holidays (ability to buy or sell 5 days)
*Private Medical Insurance
*x4 Life Assurance
*Modern Office Environment
Client Details
Our client is a long established professional services business who are going through a period of growth
Description
*Positively lead, manage and develop a complex customer operation to deliver against key business metrics
*Manage relationships with key external clients, ensuring the delivery of contractual agreements
*Drive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journey
*Create a high performance culture across the operations through sharing of best practise, nurturing and development.
*Identify opportunities to automate and implement new technologies to delivery positive customer outcomes, in shorter timescales, reducing cost to service
*Identify areas to automate and remove manual processes to improve overall operational efficiency
*Take ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationships
*Create and implement KPI & SLA metrics that align with business, customer & client needs
*Positively influence senior stakeholders to embrace change and continuous improvement activities
*Manage budget and operational forecast in line with business performance
Profile
*Experience leading a Customer focused operations - 100fte+
*Management of B2B Customer / Client Agreements / contracts
*Proven record of influencing & facing into senior stakeholders including C-SUITE
*Ability to lead, motivate and inspire a team of senior professionals
*Excellent attention to details
*Ability to improve operational processes through automation and introduction of technology
Job Offer
*Salary ranging from £60,000 to £70,000, dependent on the level of experience.
*Permanent position in Wakefield, West Yorkshire
*Hybrid - 3/4 days on site
*Bonus up to 10%
*25 days holiday plus Bank Holidays (ability to buy or sell 5 days)
*Private Medical Insurance
*x4 Life Assurance
*Modern Office Environment
Job number 4076316
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