Sales Operations Manager

SHI Corporation UK Limited; Barnsley; On-site; GBP 35,000 - 47,000; Full time

Benefits offered by this job

Diversity commitment

Career growth

Health & financial benefits

Office options

Job summary

SHI International Corp. in Barnsley, UK, is seeking an Inside Sales Operations Manager to support Inside Client Account Managers (ICAMs) and drive smooth, timely delivery around customer projects, orders and accounts.

This role reports to the Lead Inside Sales Operations Manager and will be based in the Barnsley office. This position includes mentoring staff, leading strategic initiatives on compliance and specialization, and engaging in business strategy discussions with SHI leadership to

Qualifications

• Completed Bachelor's Degree or related experience.
• 3-5 years of experience in program or project management.
• Experience at a technology company or a matrixed organisation with competing priorities.
• PMP certification or equivalent preferred.

Responsibilities

• Own operational tasks around customer accounts so ICAMs can focus on selling.
• Investigate credits, rebills and GM-hit issues; identify root cause and prevent recurrence.
• Build and maintain customer catalogues with pricing and product data.
• Establish and oversee governance for the department's program portfolio.
• Manage escalated and high-value projects to ensure optimal performance.
• Develop strategic functional plans and objectives for program activities.
• Improve operational processes such as billing managed services and vendor payments.
• Track KPIs related to billing and vendor costs; report results.

Skills

Adaptability

Analytical Thinking

Business Acumen

Change Management

Collaboration

Communication

Continuous Improvement

Decision-Making

Leadership

Problem-Solving

Microsoft Office

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

About Us

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

The Inside Sales Operations Manager plays a pivotal role in delivering World Class Support to SHI’s customers and in enabling our ICAMs (Inside Client Account Managers) to focus on selling and serving their accounts. The role owns the day-to-day operational activity that sits around customer projects, orders and accounts, making sure work is accurate, visible and delivered on time.

This is both an enabling and a customer-facing role. As well as supporting the ICAMs (Inside Client Account Managers) behind the scenes, the Inside Sales Operations Manager will join customer calls and communicate directly with customers by email, providing timely updates and a professional, responsive point of contact for operational matters. Reporting directly to the Lead Inside Sales Operations Manager, the role is a key contributor to customer experience and revenue growth.

This position is required to report to the Barnsley, U.K. office as determined by SHI management.

Additionally, the Operations Manager will provide mentorship and training to employees, lead strategic initiatives on compliance and specialisation, and engage in business strategy discussions with leadership.

This position is set to be based in our Barnsley office.

Role Description

(Include but not limited to;)

• Act as a dedicated operational partner to the ICAMs (Inside Client Account Managers), owning the operational tasks that sit around their customer accounts so they can focus on selling and customer relationships.
• Investigate credits, rebills and GM-hit issues, establishing the facts, identifying root cause and recording the action needed to prevent recurrence.
• Build and maintain custom customer catalogues, keeping products, pricing and information current and raising unclear or conflicting information before making updates.
• Establish and oversee a governance process for the portfolio of programs within the department.
• Manage escalated and high-value projects to ensure optimal performance.
• Implement strategic planning by creating functional strategies and specific objectives to align and sequence program activities for best results.
• Develop, monitor, and improve operational processes such as billing managed services and authorizing payments to vendors.
• Track and report on key performance indicators (KPIs) related to billing and vendor costs.
• Track and facilitate the resolution of issues, serving as a point of escalation to resolve internal or customer satisfaction issues.
• Actively participate in efforts focused on continuous improvement, identifying areas for operational process enhancements.
• Provide mentorship, guidance, and training to employees to increase efficiency.
• Manage strategic programs on compliance, specialization, and competency, and develop/enforce policies.
• Participate in business strategy discussions with SHI leadership and review program results, identifying root causes for missed objectives or deadlines.

Behaviours and Competencies

• Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.
• Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
• Business Acumen: Can evaluate market trends and competitive landscape to identify opportunities and risks.
• Change Management: Can drive significant changes in organizational processes or policies, can facilitate change management processes among others, and can adapt change management style based on the situation and the team’s needs.
• Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
• Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
• Continuous Improvement: Can identify significant areas for improvement and implement significant changes.
• Decision-Making: Can analyze complex information, predict long-term consequences, and make decisions that align with strategic goals.
• Leadership: Can proactively seek out leadership roles, initiate team projects, and contribute to team development and success.
• Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions.

Skill Level Requirements

Ability to own and manage projects from concept to completion, including planning and facilitating meetings. - Intermediate

Ability to multitask and complete tasks with efficiency and accuracy. - Intermediate

Highly motivated, proactive, and focused on achieving results. - Intermediate

Ability to create and develop training content, conduct needs assessments, and mentor team members. - Intermediate

Strong understanding of technical concepts and proficient with Microsoft Office products. - Intermediate

Ability to lead, motivate, and mentor matrixed or cross-functional teams, ensuring adherence to company rules and work ethics. - Intermediate

Other Requirements

• Completed Bachelor's Degree or related experience
• Experience working at a technology company or a matrixed organisation with competing priorities
• 3-5 years of experience in program or project management

Preferred Qualifications

• Project Management Professional (PMP) certification or equivalent

The estimated annual pay for this position is £41,300 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual.

SHI UK is an equal opportunity employer and does not discriminate on the basis of race, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected status. We encourage applications from all qualified candidates and we are dedicated to providing a fair and accessible recruitment process.