Client Operations Manager
2 weeks ago
MindGym use the latest behavioural science to transform the performance of companies and the lives of people who work in them. But don’t take our word for it. Since we started MindGym, we’ve partnered with over half the FTSE 100 and S&P 100, equipping themwith an all-important human advantage.
We’re growing rapidly and have successfully floated on the London Stock Exchange. This is just the start. We have a bold vision to redefine how companies and individuals flourish, and so disrupt the market for behavioural change.
MindGym was born around a kitchen table in 2000. Since those early chain-tea-drinking sessions, we’ve worked with most of the world’s top 500 companies. We’ve inspired and transformed the performance of over three million people. And we’ve published fourbooks, including an international best-seller. We’ve left the kitchen table, but we’ve never lost our hunger.
**About the role** An exciting opportunity has arisen to play a critical leadership role in MindGym’s new Operations Shared Service Centre in the North-East. This role is well suited to an experienced Operations Manager supporting a global organisation.
The operations team play a crucial role in the delivery of MindGym’s client experience. The creation of the shared service centre will provide access to a best-in-class team that will operate and work with people across the whole business and at all levels.This role provides an opportunity to use your experience to shape the team and add value across the organisation.
The Client Operations Manager will support a range of critical operational processes which support MindGym in providing best in class service to our clients.This opportunity offers Global experience as the UK & US MindGym team operate with clients worldwide.You will liaise with stakeholders in both locations and help us work towards alignment of working practices.
This role will require someone who can assist with the talent management process, including recruitment, onboarding and management through the early-life process.
**What you'll being doing**:
- Leading the planning, monitoring and performance management of the Client Operations team
- Communicating customer issues with the operations team and devising ways of improving customer experience, including resolving problems and complaints
- Managing client escalations and resolving them in a timely manner
- Providing operational information and recommendations to inform strategic plans and reviews
- Analyse and improve organisational process and workflow to maximise the operational performance
- Accomplish operational goals and objectives, by achieving cost and performance targets
- Manage relationships with key internal stakeholders, regularly communicating updates on performance
- Collaborate with Legal and HR to ensure all processes remain compliant with health and safety regulations and other government regulations
- Support with the recruitment, training and coaching of a team of Client Operations Associates
**About you**:
- Strong managerial qualities with the ability to motivate and develop a team
- Experience with data analysis and utilising data to drive decision making
- Organised, with the ability to create a good plan to achieve objectives and the determination to accomplish them
- Strong critical thinking and problem-solving skills
- Excellent written and verbal communication skills
- Ability to learn new tools and processes quickly and disseminate that knowledge cross-functionally
- A strong team player and desire to see the team succeed as a whole and managing priorities accordingly
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