Client Operations Manager

 

Main characteristics

Location

Watford, Hertfordshire

Company

SigEurope UK

Salary

£45000/annum

Employment type

Permanent

Category

Management

Job summary

Role Overview
The Client Operations Manager is a pivotal role within our organisation and is responsible for the effective and successful management of the client delivery program this role includes Team Management, Communications, Reporting, Auditing and Compliance, Client Support, Quality Control, Training and Development, POS Distribution and additional tasks where necessary.
The client, one of the worlds largest credit card providers, partners with Service Innovation Group to fulfil a key field marketing function within their wider merchant engagement program. The client activity is primarily focused on increasing their engagement points across a wide range of businesses across 12 European markets through field visits, with circa 500 staff working across Europe.
Responsibilities
* Manage the Operations team (Senior Client Services Executive, Audience and Compliance Manager and Client Administrator) detailing clear Roles and Responsibilities, setting quarterly KPIs, Day to Day management and performance reviews.
* Execution of the Client delivery program Agent onboarding, stock management and distribution, team communications, reporting
* Work with the EMEA Training Manager and Data Team to provide support and ensure all Client reporting requirements are delivered.
* Lead and develop both a Merchant complaints and Client Shadowing process.
* To develop and maintain the necessary administration systems, practices, and procedures to ensure the smooth running of projects.
* Represent the Operations team in Client Meetings
* Oversee, manage and control the mechanics and logistics of POP and Uniforms orders and distribution across all at European Markets.
* To be actively involved in the delivery of team KPIs across the team and to take a lead in reporting performance, identifying opportunities, recommending solutions to ensure Client targets are delivered.
* Ensure timely audits and accuracy checks of all field data through SIG's internal reporting software Celero, and coordinate feedback through to the relevant channels Compliance / Training / Data.
* Prepare and lead the agenda for weekly and monthly Operational meetings, co-ordinate requirements, record actions and follow ups with both internal and external contacts where needed.
* Develop a Retail handbook on behalf of SIG that centralizes all reporting needs, processes, dashboards etc. to ensure continuity of activity in the event of sickness or holidays.
* The Client Operations Manager would be expected to review and implement process improvements to ensure tasks required are on time and delivered in the most effective way.
Experience & skills
* People management with a proven track record of developing a high performing, results focused team.
* 5+ years Account Management experience.
* Multiple stakeholder and process management
* Experience within a client service and client relationship (B2B) management role
* Excellent communication and outstanding organisational skills.
* An eye for detail, a critical thinker and problem solver.
* Ability to make quick, informed decisions and implement required actions where needed.
* Competent in MS Office (Excel, PowerPoint, Databases)
* Worked in a data rich environment, able to produce management reports and presentations.
* Strong influencing, negotiation, and persuasion skills at senior and executive level.
* Understanding of data security, compliance, and regulations
What we offer in return
* Competitive salary
* 25 days annual leave + 8 bank holidays
* Laptop, Mobile phone
* Pension Scheme
* Employee Assistance Program & Wellbeing Allowance
* Free daily refreshments in the office, early finish on a Friday.
Hours: 37.5 hours per week Monday to Friday
Location: Office Based (Hybrid opportunity post probation, subject to Client needs)
We are an equal opportunity employer and value diversity, equity and inclusion in our workplace. We are committed to creating an environment of mutual respect and are dedicated to providing equal employment opportunities regardless of race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partner status, disability, age, or nationality