Client Operations Manager
3 weeks ago
Vacancy details
Applicants must provide evidence of their right to work in the UK as BPP is unable to provide visa sponsorship
Client Services - Client Relationship
TitleClient Operations Manager
Contract TypePermanent
Job PurposeJOB 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.
This is a pivotal role within the department where you will manage and run an operational delivery team who are the key points of contact with our clients and students. You will be responsible for ensuring that the operational delivery of accounts runs successfully, working closely with key internal departments to do this and ensure that all contractual and non-contractual SLAs and KPIs are met. You will also work closely with the Client Relationship team to develop a trusted relationship with our clients, supporting the successful running, growth and retention of BPP’s most important 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.
- 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
London
Key Responsibilities:Please refer to the job description
DepartmentClient Services - Client Relationship
Vacancy location LocationUK, Home & Office Based, Home and Office Based
Candidate CriteriaWhat 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 #J-18808-Ljbffr
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