Customer Operations Manager

The Customer Operations Manager is a new role focused on managing a complex, high level Customer Operation, positively influencing the team to deliver positive outcomes for customers and key clientsClient DetailsOur client is a long established professional services business who are going through a period of growthDescriptionPositively lead, manage and develop a complex customer operation to deliver against key business metricsManage relationships with key external clients, ensuring the delivery of contractual agreementsDrive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journeyCreate 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 serviceIdentify areas to automate and remove manual processes to improve overall operational efficiencyTake ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationshipsCreate and implement KPI and SLA metrics that align with business, customer and client needsPositively influence senior stakeholders to embrace change and continuous improvement activitiesManage budget and operational forecast in line with business performanceProfileExperience leading a Customer focused operations - 100fte+Management of ..... full job details .....