Senior Business & Customer Operations Manager

Outline
Our client is a leading provider of Managed Staffing & Contract Labour Solutions across a number of sectors. They are now seeking to recruit for a Senior Business, Customer & Operations Manager who will  grow Our Clients revenue and market share consistent with Our Clients business targets while providing quality of service to both clients and candidates across their key areas of business.
 

Key Resposiblilities:
 

Commercial:

• To lead the individual teams in identifying, winning and developing business for existing Business Areas by utilising agreed best practice and process:
  
  • Sales calls, referrals, networking, cross selling, etc.
  • Continue to develop own commerciality and market awareness
• Working with the Manager, develop and roll out new Financial and Managed Staffing Services business.
• To deliver revenue results, coordinate and develop business development by Increasing gross & net profitability on a year on year basis on a per service basis
• To ensure that each team achieves weekly & monthly activity standards by working with and supporting individual team members
  
  • Leading by example
  • To ensure that the team proactively cross sells other services to clients
  • To determine the size of local market and our market-share
  • To ensure that the team delivers a service that is acknowledged by our customers as being the best
  • To assist the consultant in the resolution of client and candidate service issues
  • To participate in local PR activities including the development of relationships with professional trade associations, colleges and business organizations

Operational:

• Develops an active database of potential clients, categorised by service area
• Develops new customer proposals and contracts required to formalise a customer / Our Client Terms and Conditions
• Calendar and structure a monthly Operational meeting with a clear agenda focussed on
• Revenue and profitability
• Metrics
• New Business
• Customer Issues
• Key Learnings
• Working with Finance, provide monthly revenue, client & KPI information for each business area.
• Achieves resolution of issues relating to in-jeopardy revenue and escalates any issues which could affect the achievement of the business plan.

Customer Management

• Conduct customer review meetings with active customers to introduce new services and assess their satisfaction with current services
• Document any issues arising from these reviews
• Prepare and implement a corrective action for review with the customer at the next review meeting