Customer Operations Manager

Michael Page; Wakefield; Hybrid; GBP 60,000 - 70,000; Full time

Benefits offered by this job

Bonus up to 10%

25 days holiday + bank holidays

Private Medical Insurance

x4 Life Assurance

Modern Office Environment

Job summary

Michael Page is seeking a senior operations leader to drive a large, customer-focused operation in Wakefield. The role oversees key client relationships, contract delivery, and cross-functional collaboration to achieve business metrics.

You will champion continuous improvement, lead a senior team, and identify automation opportunities to reduce costs and improve service delivery. Hybrid work with on-site days is expected.

Qualifications

• Experience leading a customer-focused operations team (100+ FTE).
• 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.

Responsibilities

• 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 performanceProfile

Skills

Customer operations leadership

B2B contracts management

Stakeholder influence

Team leadership

Attention to detail

Process automation

Job description

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 performanceProfile

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