Customer Operations Manager

2 weeks ago

Midrand, South Africa Liquid Tech (Pty) Ltd. Full time

**Role Purpose**

The Customer Operations Manager (COM) of Strategic Accounts is a leadership position responsible for overseeing and managing the operational aspects of the company's key customer accounts. The Customer Operations Manager must ensure that operations are efficient, cost-effective, and meet quality standards.

**Role Description**

Customer Management

Monitoring customer satisfaction levels and implementing changes to improve customer experience. Developing and implementing service strategies and plans to meet customer needs and improve service quality. Responding to customer inquiries and complaints and resolving customer service issues in a timely and efficient manner. Collaborating with cross-functional teams, such as sales, marketing, innovation and product development, project management, service delivery etc. to ensure customer needs are being met and service goals are aligned with business goals.

Establishing and maintaining relationships and service level agreements with key customers, vendors/service providers, and partners. Accountable for ensuring that Incidents and Escalations are effectively managed by the team and intervene to ensure speedy resolution to customer and business satisfaction as required. Representing the company in negotiations and discussions with key customers. Perform proactive audits (services delivered, processes, billing) and implement enhancements or solutions before issues are highlighted by the customer. Achievement of customer specific Service Level Agreements as defined in the contract. Plan, organize, and manage projects and resources to meet deadlines and achieve desired outcomes.

Financial Management

Account Retention. Reduction of Credits including Service credits and Delivery (milestone targets) credits. Maintain a churn and erosion report and develop plans to prevent churn. Billing to be timeously invoiced and accuracy to be maintained.

Operational Efficiency

Process and Continual service Improvement. Ensuring that service policies, processes, and procedures are up-to-date and in compliance with customer and organisational standards. Ensuring that Supplier Performance is met. Ensuring that reporting systems, platforms and tools are in place or developed to collect data to accurately report on performance and manually produce reports to meet customer and business reporting requirements and obligations. Write clear, accurate, and well-structured reports that effectively communicate operational results and recommendations (customer and business).

Service Management

Understands the Customer requirements and environment thus ensuring alignment with the initiatives and enablement of the services. Implements and adheres to the annual operational plan for the Service Management business unit. Reviews and updates the plan with the Senior Specialist / Specialist: Customer Value Management on a pre-agreed basis, including outputs and deliverables, service levels, risks and risk mitigation and relevant action. Ensures that Senior Specialists / Specialists: Customer Value Management demonstrate sound customer and organisational management. Understands the Customer requirements and guides and empowers the innovation and collaborative thinking to ensure issue/incident resolution across the various teams. Manages the creation and development of customer SLA’s and Metrics.

Human Resource Management

Overviews, updates and maintains the relevant organisation structures. Develops the necessary plan/s to ensure that business unit meets its agreed goals and objectives, meets staff on a pre-agreed basis, identifies and agrees key performance areas, key objectives/tasks and action plans. Carries out evaluation of staff (KRA / KPI Definition), identifies performance strengths and deficiencies, and arranges for necessary action. Ensures that each employee is clear regarding the relevant Human Resources conditions of service (such as career path planning, training and promotion routes). Ensures that members of staff are being rewarded equitably and that the requisite human resource policies, procedures and systems are in place and are being followed accurately. Ensures that Industrial Relations disciplinary issues are addressed timeously and appropriately with the assistance of HR.

Degree or Diploma in Business Management or Technology or similar with relevant specialisation:Essential

Technical certification(s): Desirable

Postgraduate Qualification: Desirable

ITIL Certification (v3 or v4) Essential

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