Head of Client Operations

Options For Recruitment Limited; Portishead; On-site; GBP 65,000 - 75,000; Full time

Job summary

A leading technology start-up is seeking a Head of Client Operations. This role involves managing service delivery performance and enhancing customer experience as the company undergoes significant growth. Candidates should have substantial experience in operational delivery within a dynamic environment, with a focus on performance improvement.

Qualifications

• Experience managing onshore and offshore operations.
• Success in improving customer experience in complex environments.
• Significant experience with contracted service providers.

Responsibilities

• Oversee performance of service delivery partners against KPIs.
• Lead delivery of customer service strategy and initiatives.
• Manage team performance and develop high-performing teams.

Skills

Performance Improvement

Customer Service Delivery

Data Analytics

Stakeholder Engagement

Project Management

Job description

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Head of Client Operations London (travel required) £65k to £75k p.a. + bonus + benefits

Exciting fast paced role, working to oversee and drive performance and support the delivery of new products and services.

The Role

As Head of Client Operations, you will be responsible for the performance of service delivery partners, and managing performance against contracted outcomes and KPIs. Covering front line and support teams, customer services, billing, operations and complaints, your main responsibilities will include:

• Build and maintain strategic partnerships, assuring delivery against agreed outcomes
• Lead and manage the delivery of customer service strategy / customer contact strategy / channel offering
• Create a culture of performance improvement through the use of data and analytics
• Drive initiatives across the customer journey which deliver effectiveness and efficiency
• Support the delivery of new products and services to ensure they embed smoothly into the operation
• Oversight and assurance to supplier performance analytics / quality assurance / regulatory reporting
• Represent the customer to ensure effective management of customer engagement across all touchpoints
• Provide input to CS strategic communications and stakeholder activity
• Lead and develop the team to effectively deliver the CS strategy, building a high performing team

The Company

Our client is a technology based start-up helping people achieve financial stability and independence. Now going through an exciting period of growth and development this is an exciting time to join them and help further develop company success.

The Person

As Head of Client Operations you will have experience managing onshore and offshore operations in a similar role, and evidence of success in developing, implementing and improving customer experience within a complex matrix environment. You will have the following skills / experience:

• Significant experience in managing contracted service providers to deliver against agreed outcomes
• Experience in operational customer service delivery (technical & managerial experience)
• A track record in process performance improvement / project and change management within a customer services environment
• Previously worked in fast-moving start up environments.

If you wish to be considered for the role of Head of Client Operations, please forward your CV quoting reference 250564A.