Coordinate and lead regular service review meetings to establish client priorities and future requirements, discuss previous performance and review any issues
Produce regular targeted communication for both Operations and Client Service teams, improving the visibility and understanding of the current business highlights and challenges.
Successfully manage and ensure delivery against all client and client service requirements within Operations
Work closely with both Operations and Client Service stakeholders to ensure we achieve timely resolution of all client and client service queries & issues regarding Operations or our output
Proactive identification of potential service issues, and resolution of these, to mitigate any impact to clients or client service
Become a service expert - proactively developing your understanding of Operations and Client Service processes - so you can confidently articulate your understanding and make effective recommendations to the business when required.
As the conduit between the divisions, work with all parties (across both Operations and Client Service) to establish best practise and ways of working
Document best practice for all Operations processes, and communicate effectively with the wider business, ensuring that they are understood and implemented.
Deliver a knowledge sharing mechanism and process to enhance the understanding and familiarity of the wider business across Operations and Client Service teams
Act as an advocate for both our client service and operations teams to call upon.
Detailed understanding of the end to end data journey, using this to lead decisions across the business
Experience of leading and facilitating the right decisions for the business
Strong commercial awareness and understanding of customer needs, and evidence of this in current or previous experience
Experience of delivering solutions in order to overcome issues and challenges
Ability to build strong working relationships & rapport
Strong communicator at all levels
Strong influencing and relationship building skills
Commitment to service excellence and customer experience
Flexibility in a rapidly changing and developing environment
Ability to clearly and concisely present information, both verbally and written
Strong analytic and problem solving skills