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Field Operations Manager

2 months ago

South West England, United Kingdom Car Benefit Solutions Full time
About the Role

We are seeking a highly skilled Field Operations Manager to join our team at Car Benefit Solutions. As a key member of our operations team, you will play a critical role in ensuring the successful delivery of our Employee Car Ownership Schemes and other customized car schemes.

Key Responsibilities
  • Customer Experience & Strategy
    • Manage customer relationships, specifically CBS schemes, solutions, and requests.
    • Allocate and manage an operational region for CBS schemes.
    • Grow, retain, and maintain effective customer relationships.
    • Collaborate with customers, clients, and CBS teams to identify and resolve issues for improved products, services, and customer experience.
    • Stay informed about external developments and threats to CBS scheme solutions.
    • Take responsibility for customer needs across various profiles.
    • Create presentations, analysis, and reporting for engagement and scheme compliance.
    • Build strong customer relationships to drive improvements in products, systems, and services.
  • Process Improvement & Innovation
    • Drive and take accountability for change requests, continuously improving customer satisfaction and loyalty in relation to CBS products and people.
    • Actively engage in project work, collaborating with the development team to evolve systems and processes.
    • Contribute to and maintain scheme materials, operational guides, and reporting documentation in consultation with Compliance and Technical Managers.
  • Reporting & Data Analysis
    • Manage customer needs related to scheme compliance and audits.
    • Provide accurate reporting and analysis to add value to the customer, CBS, the manufacturer, and third-party relationships.
    • Provide supporting documents, reports, and technical guidance on legislation and compliance, with support from the Compliance and Technical Managers.
    • Produce customer updates on a weekly and monthly basis for the Operations Team Manager/Head of Department/Board of Directors.
    • Review, identify, document, and make recommendations for scheme efficiencies/improvements.
    • Proficient in CRM, Excel, CBS websites, and other IT systems adopted by CBS.
Requirements
  • Essential
    • Previous experience in an account management role.
    • Ability to understand, articulate, document and deliver against customer and commercial needs.
    • Strong and effective analytical, verbal and written communication skills at all levels.
    • Good IT, Excel and MS Office skills.
    • Meticulous organisation skills.
    • Commercial and financial understanding.
    • Assimilation of data to manage key accounts effectively.
    • Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment.
  • Desirable
    • Experience in Microsoft Power BI.
    • Previous experience dealing with compliance (e.g. FCA, GDPR).
    • Customer service experience in a professional, automotive or financial services environment.
    • Experience in process mapping, auditing and report writing.
    • Ability to formulate, deliver and monitor training and development programmes.
    • Knowledge of CBS products and systems.
    • Previous automotive experience.
What We Offer

As a Field Operations Manager at Car Benefit Solutions, you will have the opportunity to work with a leading provider of Employee Car Ownership Schemes and other customized car schemes. You will be part of a dynamic team that is committed to delivering exceptional customer experiences and driving business growth.

We offer a competitive salary and benefits package, including access to our Employee Car Ownership Scheme (ECOS) and other perks. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.