Client Operations Manager

Role Overview

The Client Operations Manager is a pivotal role within our organisation and is responsible for the effective and successful management of the client delivery program – this role includes Team Management, Communications, Reporting, Auditing and Compliance, Client Support, Quality Control, Training and Development, POS Distribution and additional tasks where necessary.

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 across a wide range of businesses across 12 European markets through field visits, with circa 500 staff working across Europe.

Responsibilities

• Manage the Operations team (Senior Client Services Executive, Audience and Compliance Manager and Client Administrator) detailing clear Roles and Responsibilities, setting quarterly KPI’s, Day to Day management and performance reviews.
• Execution of the Client delivery program – Agent onboarding, stock management and distribution, team communications, reporting
• Work with the EMEA Training Manager and Data Team to provide support and ensure all Client reporting requirements are delivered.
• Lead and develop both a Merchant complaints and Client Shadowing process.
• To develop and maintain the necessary administration systems, practices, and procedures to ensure the smooth running of projects.
• Represent the Operations team in Client Meetings
• Oversee, manage and control the mechanics and logistics of POP and Uniforms orders and distribution across all at European Markets.
• To be actively involved in the delivery of team KPI’s across the team and to take a lead in reporting performance, identifying opportunities, recommending solutions to ensure Client targets are delivered.
• 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.
• Prepare and lead the agenda for weekly and monthly Operational meetings, co-ordinate requirements, record actions and follow ups with both internal and external contacts where needed.
• Develop a Retail handbook on behalf of SIG that centralizes all reporting needs, processes, dashboards etc. to ensure continuity of activity in the event of sickness or holidays.
• The Client Operations Manager would be expected to review and implement process improvements to ensure tasks required are on time and delivered in the most effective way.

Experience & skills

• People management with a proven track record of developing a high performing, results focused team.
• 5+ years Account Management experience.
• Multiple stakeholder and process management
• Experience within a client service and client relationship (B2B) management role
• Excellent communication and outstanding organisational skills.
• An eye for detail, a critical thinker and problem solver.
• Ability to make quick, informed decisions and implement required actions where needed.
• Competent in MS Office (Excel, PowerPoint, Databases)
• Worked in a data rich environment, able to produce management reports and presentations.
• Strong influencing, negotiation, and persuasion skills at senior and executive level.
• Understanding of data security, compliance, and regulations

What we offer in return

– 33 days annual leave including bank holidays

– Additional holiday for long service

– Buy/Sell Holiday

– Private Medical and Dental insurance for you and your loved ones,

– Life assurance 4x of your salary

– Employee assistance program including free and confidential 24/7 GP services

– Monthly Wellbeing Allowance

– Electric Car Scheme

– Flexible working

– Training opportunities for personal development through Smart Learn

– Paid volunteering days

– Free season ticket for parking

– We finish at 4pm on Friday’s

– Quarterly events to celebrate success

D&I Statement

At Service Innovation Group (SIG), we strive to create an environment of Diversity, Inclusion & Belonging where every voice is heard and valued. Our Great Place to Work accreditation as best employer of the year for women, reflects our dedication to an inclusive culture. As a carbon-neutral and a living wage employer, we’re dedicated to creating a vibrant workplace. Join our dynamic, inclusive environment where your unique contributions drive our success!

Why work for SIG?

For over 40 years Service Innovation Group have 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 outsource people management and consultancy agency.,

Supported by the very latest inhouse 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 verified by the Safe Contractor, 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 wellbeing of each other. Our people are our
business and we put our people first above all else