Sales Operations Manager

Simplyhealth; Andover; Hybrid; Confidential; Full time

Job summary

An established industry player is seeking a Sales Operations Manager to lead support teams and enhance customer service. This pivotal role involves optimizing team efficiency through automation and technology, ensuring exceptional service delivery to clients. The ideal candidate will possess strong leadership and communication skills, with experience in CRM systems and a proactive approach to problem-solving. Enjoy a flexible smart working environment that allows for remote collaboration while fostering team growth and development. If you are passionate about driving improvements in customer journeys, this opportunity is perfect for you.

Qualifications

• Experience managing high-performing sales or service teams.
• Strong communication skills for effective client interactions.

Responsibilities

• Lead support teams to ensure exceptional service delivery.
• Identify opportunities for automation to streamline processes.
• Create and maintain dashboards to track performance metrics.

Skills

Team Management

Communication Skills

Problem-Solving

CRM Systems

Automation Platforms

Tools

RPA

AI Chatbots

CRM

Job description

As a Sales Operations Manager, you will play a critical role overseeing the operations of support teams to provide excellent customer service to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement process improvements through automation. This role is key in optimizing team efficiency and enhancing the overall customer experience by leveraging technology.

Key responsibilities:

1. Team Management:
   • Lead support teams to ensure exceptional service delivery to clients and intermediaries.
   • Set clear goals and KPIs; monitor performance to meet objectives.
   • Foster a culture of continuous learning through training, development, and mentoring.
   • Ensure SLAs are met or exceeded, driving customer satisfaction.
   • Manage complex or escalated customer issues directly, ensuring timely resolutions.
   • Balance automation with personalized service to champion an outstanding client experience.
2. Automation Identification and Implementation:
   • Identify opportunities for automation to streamline processes.
   • Collaborate with the sales optimisation team to integrate AI-powered chatbots, workflows, and self-service portals.
   • Monitor and optimize automated processes based on performance data.
3. Reporting and CRM Management:
   • Create and maintain dashboards to track performance metrics.
   • Ensure accurate CRM records to support client management.
   • Use analytics to identify trends and improve workflows.
4. Collaboration and Stakeholder Engagement:
   • Build relationships with cross-functional teams to drive automation and improve customer journeys.
   • Act as a trusted advisor to clients and intermediaries, understanding their needs.
   • Handle customer data securely, complying with regulations.

About You

To be considered, you must have:

• Proven experience managing high-performing sales or service teams.
• Strong communication skills for effective client interactions.
• Experience with CRM systems for performance management and KPI tracking.
• Problem-solving skills and a proactive approach.
• Ability to train and develop teams for growth opportunities.
• Experience with automation platforms (e.g., RPA, AI chatbots, CRM) is desirable.

We have a head office in Hampshire, but depending on your role, you’ll enjoy our flexible 'smart working' approach. This allows remote work with in-office collaboration as needed, typically once a week in our Andover office.

Your Recruitment Journey

We aim to provide a fair, inclusive application, assessment, and onboarding process to hire top talent based on skills and behaviors vital to our success.

Your process:

• Application
• Interview with the Hiring Manager and team

Please note: Due to high application volumes, we may close roles early and cannot consider late applications.