Service Operations Manager

Service Operations Manager / Brighton / Financial Services

Client Details

A leading organisation based in Brighton are seeking a Service Operations Manager on a fixed term contract basis.

Description

As Service Operations Manager you will be responsible for:

• Ensure our third-party supplier deliver a high-quality service which enables all employers to comply with their automatic enrolment duties and in accordance with the contract
• Act as operational lead for services delivered by our third-party including customer support and compliance and enforcement
• Ensure the operational and performance controls are robust, fit for purpose, accurately reported and reach the required quality level, and there is evidence that service risks and issues are managed effectively
• Review operational MI to identify trends and provide a holistic view of the service performance and use this information to provide robust challenge
• Lead on management of service incidents and point of escalation for service issues and complaints
• Be responsible for identifying cost-saving opportunities and resource inefficiencies, driving through process improvements and design changes
• Manage senior stakeholders demonstrating control over the delivery of contracted services

Profile

• Professional and applied knowledge of contract and service management
• Understanding and interpreting contractual requirements
• Managing KPIs and SLAs in a commercial environment
• Managing external suppliers and internal stakeholder relationships
• Ability to analyse data and spot emerging trends to influence change
• Contract management, including managing performance, service and incident management
• Proactive, self-motivated and ability to work autonomously and where appropriate make decisions on behalf of the operation
• Ability to understand and interpret complex information
• Understanding of the automatic enrolment regulations
• Knowledge of working with outsourced customer support operations
• Ability to manage complex service activity in a supplier facing role
• Communication skills: verbal and written
• Negotiating skills, being able to influence outside of line management structure
• Proven track record of managing change, both personally and supporting others

Job Offer

18 month FTC

£38,000