Job Description
Job Title: Client Operations Manager
Salary: £40,000 per annum plus 10% bonus based on experience
Location: Watford
Hours: Monday to Friday 37.5 hours per week
Contract: Permanent
What we offer in return for Client Operations Manager
Competitive salary, Company car or car allowance, Buy and sell holiday, 25 days annual leave + 8 bank holidays, We offer dental and private medical insurance, Pension plan, Stakeholder Pension, Life assurance , Perks - Free daily refreshments in the office and free Friday lunch with an early finish on a Friday.
Client Operations Manager - Job Summary
The Client Operations Manager is required to oversee operational activities at every level within our financial services function. They are responsible for the effective and successful management of the operations and compliance team, communication with both the client and internal departments, and the quality assurance program. The Client Operations Manager would be expected to review and implement process improvements to ensure everyone completes their tasks on time and in the most effective way.
The client, one of the world’s 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 within High Street retailers across 12 European markets through field visits, with circa 500 staff working across Europe.
Client Operations Manager - Role Responsibilities
- Work closely with the Senior Client Services Manager to ensure the smooth day-to-day running of the back-office operation.
- Manage the Operations team (Client Operations Exec, Quality and Compliance Controller, Client Operations Administrator), providing strategy & direction, leading them to grow and manage their workload effectively.
- Work with the EMEA Training Manager and the Data Analysts to provide support and ensure operations tasks are completed across the board.
- To develop and maintain the necessary administration systems, practices, and procedures necessary for the smooth running of projects, liaising with other support departments as required.
- To have regular meetings with the Senior Client Services Manager on all aspects of the day-to-day running of projects providing feedback on operational delivery.
- To successfully manage and control the mechanics and logistics of POP and Uniforms at our various warehouses throughout Europe.
- To be actively involved in the application of field reporting systems and Key Performance Indicators for the team, ensuring that the unit meets its operational commitments to the client.
- 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.
- Complete daily and weekly reporting packages in Excel and PowerPoint for all activities, along with further analysis to identify trends and insights for the client.
- Prepare and lead the agenda for weekly and monthly Operational Planning and review meetings.
- Act as a second point of contact for all client queries and provide cover for the Senior Client Services Manager as/when required.
- Investigate and provide feedback of outcomes from reports of agent incidents.
Client Operations Manager - Desirable experience & skills
- Proven experience managing complex teams and processes.
- Knowledge of organisational effectiveness and operational management
- People management experience with a proven track record of managing and developing a team.
- Ability to lead and grow a team.
- Excellent communication and outstanding organisational skills.
- An eye for detail.
- A critical thinker and problem solver.
- Ability to make quick, informed decisions and actions within a variety of work streams.
Why work for SIG?
For over 40 years, Service Innovation Group has provided best-in-class field marketing solutions for some of the world’s biggest brands. With 500+ employees in the UK and over 40,000 across Europe, we are Europe’s number one outsourced people management and consultancy agency.
Supported by the very latest in-house technology, our experts from all over the world deliver tailor-made field solutions for our clients.
We are proud to be a carbon-neutral business and work closely with carbon-neutral Britain to support conservation projects to offset our emissions each year. We are also SafeContractor verified, another accreditation we are extremely proud of.
Your journey with us begins with great relationships built by our people - that’s why our employee partnerships average 7 years or more, something we are immensely proud of.
At SIG we don’t just look after our customers we look after each other. We understand that everyone has a lot going on and we do our best to support the health and well-being of each other. Our people are our business and we put our people first above all else.
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.
Job Types: Full-time, Permanent
Salary: £40,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company pension
- Life insurance
- Private dental insurance
- Private medical insurance
- Sick pay
- Wellness programme
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
Work Location: In person