Operations Manager Services at Sage

 The role is a senior position in the Customer Success environment. They operate under the direction and guidance of the functional Director. The Operations Manager is accountable for leading Service Team leaders and their teams to achieve success and delivering 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 Key Accountabilities And Decision Ownership

• Lead the tactical execution of the strategy for Customer Success by aligning the operational environment to meet the business outcomes agreed.
• Enabling the collective team to deliver results through a high performance culture that will enhance each customer relationship with Sage.
• Lead teams locally or remotely 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 for the responsible area.
• 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 Competencies

• Managing the process of change through others;
• Commitment to continuous process improvement
• Building partnerships to drive collaborative initiatives
• Apply system and design thinking to solve and optimize processes.

Technical / Professional Qualifications

• Matric / Grade 12 certificate
• BCom 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.

Essential

Skills, know-how and experience:

• Be passionate about customer service.
• Demonstrate excellent written and verbal communication skills and the professional problem-solving ability.
• Demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation.
• Ability to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.