Operations Manager Services

2 weeks ago

Johannesburg, South Africa Sage Full time

**Advert**
- People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it
At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.
- The role is a senior position in the Customer Success environment. They operate under the direction and guidance of the Head of Department. The Senior Manager is accountable for leading the Service Team leaders and their teams to achieve success and delivering on customer service excellence. Ensuring processes are continually optimized to minimize variations in achieving in our metrics, while developing and empowering colleagues to fulfill enablement activities. Leading and executing transformational change initiatives for business continuity and optimal use of channel engagement.

**Key Responsibilities**
- Manage the tactical execution of the strategy for Customer Success by aligning the operational environment to meet the business outcomes agreed.
- Enabling the team to deliver results through a high performance culture that will enhance each customer relationship with Sage.
- Lead a local or remote team to continuously evaluate the required business outcomes, engaged roles, needed behaviors, evaluate team and individual performance and required work to support programs for Customer Success.
- Lead the reporting framework to produce quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact
- Lead skill development areas, and training needs through consultation, and coaching sessions for employee development through monthly one on ones and encouraging employees to effectively utilize their available time.
- Monitor and manage the team to ensure out-of-line situations are immediately addressed by managing the Standard Operating Processes and ensure that these are aligned to the client response strategic objectives and ensures that processes are enhanced to meet customers' expectations.
- Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague.
- Continually cascade information and gather of feedback with direct reports.

Technical / professional qualifications:

- Matric / Grade 12 certificate
- Comm and or similar post graduate tertiary degree
- Strong Process Knowledge & experience
- 3 years contact centre experience
- Customer centricity experience
- Previous experience having worked in projects regarding customer improvements.
- Previous managerial experience having worked in a call centre or helpdesk or related industries would be preferred.
- Previous experience having worked in an area which focuses on improving customer services and relations is essential.
- Previous experience having worked with Senior Managers is essential.
- Excellent English and writing skills.
- Good Negotiating Skills.
- Conflict Resolution.
- PC Literacy and proficient on MS Office - must have advanced Word, Outlook and Power Point skills.

Desired Work Experience
- 2 to 5 years Client / Customer Support Management experience
Desired Qualification Accreditation
- Degree (Advantageous)

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