Customer Services Manager - Operations - Growing company - Dunstable -
- Recruiter
- TechNET IT Recruitment Limited
- Location
- Dunstable
- Salary
- 40000.00 GBP Annual
- Posted
- 18 Oct 2017
- Closes
- 24 Oct 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Customer Operations Manager needed for a leading payments gateway organisation who experiencing rapid growth.
The Customer Operations Manager owns the day-to-day, end-to-end delivery of the services to the various Schemes and Customers. The aim is to safeguard the services against risk, manage incidents, and continually strive to improve the customer proposition.
Key accountabilities and duties Delivery of Service
Ensuring that the delivery of the services meet or exceed contractual obligations
Act as an escalation point for the management of incidents through to resolution
Management of external communications relating to. and Customer owned Major Incidents. Provision of customer specific insight to the Major Incident Manager in support of the Service Delivery Manager.
Supports the Customer Relationship Manager in ensuring the department retains the necessary levels of operational and support capabilities to meet its delivery obligations (People, Process, Products, Partners). To work with colleagues in forecasting service capacity demands on IT and the business area
Work with colleagues and other stakeholders across the industry to identify and drive delivery of Service Improvements demonstrating clear benefit (customer, cost, risk mitigation etc.)
Assist with contract reviews/tenders, SLA negotiation, monitoring and reporting.
Assist the customer with their annual audits Operational Review & Change Management
Participate in customer reviews led by Customer Relationship Managers, including process owners, and technical groups with the objective of building effective operational relationships
Manage multiple operational relationships, managing the day to day SLAs and recognising commercial opportunities, service improvements and risk mitigation
Essential
Experience in a Customer Facing role
Service Management experience
Understanding of the Financial Services Industry to include industry objectives and how the service is critical to those objectives
Ability to manage SLAs in a highly effective manner
Ability to organise, lead and facilitate key stakeholder meetings and workshops as required
Experience of decision making in a highly pressurised environment
Ability to prioritise tasks and manage multiple simultaneous streams of work
The ability to adapt to rapidly changing circumstances
Effective influencing skills at all levels
Call Huhda Khalid for more information.