- Ability to manage complex service activity in a client/customer facing role
- Management/supervisory level experience
- Experience of managing KPIs and SLAs in a commercial environment
- High level of organisational skills, including ability to manage complex activities to tight deadlines
- Excellent communication skills: verbal and written
- Excellent planning skills: able to create high level & detailed plans
- Excellent negotiating skills
- Experience of managing client and internal stakeholder relationships
- Ability to analyse data and communicate key information
- Proven track record of managing change, both personally and supporting others
- Proactive and professional attitude to work
- Good working knowledge of Microsoft Office
- Experience within the education/training sector
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The Portfolio Group Manchester, United Kingdom**Hybrid Working;** Portfolio are proud to be exclusively representing our award-wining, multinational HR & Employment Law services client in their search for a Marketing Ops Manager to add to their team The leading UK's Employment Law andHealth & Safety Specialists, who provide ...
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Client Operations Manager - Manchester, United Kingdom - BPP
Description
Job Purpose
JOB PURPOSE
This role is an exciting opportunity to join the BPP Commercial team as Client Operations Manager across all Accounts (primarily Accountancy and Financial Services qualifications) for our managed clients.
What you'll be doing
As a Client Operations Manager, ensuring services align with contracts and agreed Service Level Agreements (SLAs) within designated accounts is integral to your role. This includes collaborating with Relationship Managers and clients' training managers to plan and identify student volumes and course requirements, conducting regular service and operations reviews, addressing client and student queries promptly, coordinating reporting and feedback and continuously improving service quality. You'll also be responsible for building strong client relationships, managing governance, and ensuring SLAs/KPIs are met.
You will be managing a Client Service Team, which involves supervising Assistant Client Operations Managers and Client Services Executives, conducting performance conversations, ensuring efficient administration, computer-based examinations, course bookings, reporting and apprenticeship operations.
Job Background
What we're looking for
Desirable Skills
Key Responsibilities:
Please see job description for the full job responsibilities
Department
Client Services - Client Relationship
Vacancy location
Location
UK, North West, Manchester St James's
Candidate criteria
Candidate Criteria
What we're looking for
• Ability to manage complex service activity in a client/customer facing role
• Management/supervisory level experience
• Experience of managing KPIs and SLAs in a commercial environment
• High level of organisational skills, including ability to manage complex activities to tight deadlines
• Excellent communication skills: verbal and written
• Excellent planning skills: able to create high level & detailed plans
• Excellent negotiating skills
• Experience of managing client and internal stakeholder relationships
• Ability to analyse data and communicate key information
• Proven track record of managing change, both personally and supporting others
• Proactive and professional attitude to work
• Good working knowledge of Microsoft Office
Desirable Skills
• Experience within the education/training sector would be preferred but not essential
