Manager, Operational Shared Services - EZRA

Location: London, UK – Hybrid, 3 days per week

Who we are

Imagine what even the world’s most exceptional organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we’re on a mission to do just that. We believe that through professional coaching, people get to know themselves and their goals, weaknesses and hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do.

The Role

We have reimagined the way EZRA supports our clients by introducing a team of specialists who are experts in all middle and back-office processes. This role will design and lead the Operational Shared Services team, supporting EZRA's Operational Excellence, Enterprise Delivery, and Finance functions – a true cross-functional partner to the business. The team of OSCs will be responsible for executing on the success of coaching engagements from set up to completion. This role is a people manager position reporting into the VP of Operational Excellence.

What You'll Do:

• Define strategy and success metrics for the new Operational Solutions team
• Design and implement fundamental ways of working to elevate how OSMs partner with internal stakeholders, defining unique strategies for each proposition as needed
• Design and implement processes that drive task accountability, track RAG indicators, document decisions made and flag any risks
• Introduce and leverage automation and technology to increase speed to task completion and accuracy
• Partner with Product, Tech, and Finance on innovating processes to increase productivity
• Oversee all team responsibilities including but not limited to:

• Financial operations for our nominated pay as you go, credit card and pre-pay programs
• Managing shared mailboxes, creating and sending quotes, inputting information to intake forms for launch, etc.
• Accessing finance systems (Ariba/Coupa/etc) to retrieve and chase POs
• Requesting CIO creation with EZRA finance team
• Coordinating with Billings team to generate credit card invoices and gathering credit card payment details from Paypal
• Reporting support including set up and management of Customer Portal Dashboards
• Following-up with coaches for triparty/stakeholder interview/observation sessions for reporting
• License management, switch outs, deactivation and managing reallocating licenses to future launches

About you

• 4+ years of experience people managing a shared service or back-office function
• Ability to motivate teams with metrics and targets
• Experience automating processes with demonstrable data on improvements over time
• Strong attention to detail, able to keep many concurrent processes organized
• Understand financial processes and how to manage POs and payment methods
• Strength in process documentation and process improvement

What we offer

• Your own world class coach
• Friends and family coaching
• 2 weeks work from anywhere
• Charity days
• Learning and Development Budget
• Weekly wellbeing hour
• Private medical insurance
• Pension scheme
• Life Assurance
• Flexible working hours

We are an equal opportunity employer dedicated to having a successful, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.