Operations Engagement Manager

3 weeks ago

London, United Kingdom BPP University Full time

Vacancy details

Applicants must provide evidence of their right to work in the UK as BPP is unable to provide visa sponsorship
Job Profile
Client Services - Client Relationship
Title
Client Operations Manager
Contract Type
Permanent
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.
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.
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.
Regarding Account Management, responsibilities include liaising with internal departments to ensure smooth program logistics, serving as the main point of contact for the internal Client Service Team, and working alongside Assistant Client Operations Managers for efficient booking.
~ 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

Job Background
London
Key Responsibilities:
Please refer to the job description
Department
Client Services - Client Relationship
Vacancy location
Location
UK, Home & Office Based, Home and Office Based
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 #J-18808-Ljbffr

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