Senior Customer Operations Manager

The Role:

We are looking for a dynamic and detail-oriented individual to join our team as a Senior Customer Operations Manager. In this role, you will play a crucial part in optimising the operational efficiency of our Customer Support and Success teams. You will work collaboratively with cross-functional teams to implement and improve processes, manage tools and systems, and contribute to the overall success of our customer-centric initiatives.

Responsibilities:

• Annual planning: Developing annual plans, segmentation, and account planning
• Process design and improvement: Designing, implementing, and continuously improving processes to enhance efficiency and effectiveness
• Data analysis and reporting: Monitor key performance metrics, generate insights from data, and provide regular reporting.
• Performance metrics: Monitoring and refining processes based on performance metrics and feedback 
• Training and Development: Develop training materials and conduct training sessions for the Support and Success team members. Stay updated on industry best practices and provide ongoing professional development opportunities.
• Tools and System Management: Review and optimise customer support and success tools, including CRM systems, ticketing platforms, knowledge bases, and other relevant software. Train and support team members in the effective use of these tools.
• Process Documentation: Document and maintain standard operating procedures (SOPs) for customer support and success operations. Ensure that processes are well-documented and accessible to team members.
• Cross-functional collaboration: Working with cross-functional teams to ensure alignment of processes across the organisation.
• Customer-Centric Initiative Support: Actively contribute to and support projects that enhance the customer experience and increase customer satisfaction and loyalty.
• Problem-solving: Proactively identify and resolve operational issues, ensuring a seamless customer journey.

Qualifications:

• Bachelor’s degree, a professional qualification from an internationally recognised body or equivalent work experience
• Experience in similar roles, ideally within finance and/or FinTech, is a plus
• Good problem-solving and analytical skills
• Excellent organisational and communication skills, both written and oral
• Focused on exceeding customer expectations
• Mandatory knowledge, experience and understanding of CRM tools
• Ability to prioritise and manage time independently
• Able to understand the big picture, pay attention to details and find solutions to complex problems
• Should be committed, highly motivated, perform at a high standard, have a ‘hands-on’ approach to work and display a calm and professional manner when dealing with both internal and external stakeholders

At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone's unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and personally.

We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time.