Client Operations Manager

2 weeks ago

South Africa 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 ProfileClient Services - Client Relationship
TitleClient Operations Manager
Contract TypePermanent

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.

Job Background What we're looking for Ability to manage complex service activity in a client/customer facing roleManagement/supervisory level experienceExperience of managing KPIs and SLAs in a commercial environmentHigh level of organisational skills, including ability to manage complex activities to tight deadlinesExcellent communication skills: verbal and writtenExcellent planning skills: able to create high level & detailed plansExcellent negotiating skillsExperience of managing client and internal stakeholder relationshipsAbility to analyse data and communicate key informationProven track record of managing change, both personally and supporting othersProactive and professional attitude to workGood working knowledge of Microsoft OfficeDesirable Skills Experience within the education/training sector

Key Responsibilities:
Please see job description for the full job responsibilities
DepartmentClient Services - Client Relationship

Vacancy locationLocationUK, North West, Manchester St James's
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
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