Client Operations Manager

Insight is a Fortune 500-ranked global provider of hardware, software, cloud, and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow. Operations is the heartbeat of Insight. Our passion is to deliver excellence to our teammates, partners and clients with exceptional results, every time.

The Operations function is responsible for the effective planning, organising, coordinating, and controlling of resources needed to deliver Insight’s solutions by proactively managing people, products, technology, information, and time. The Client Operations team manages the client experience from purchase to pay which includes but is not limited to order processing, back-order management, and proactive communication.

As the client facing ‘day to day contact’ for the customer, speed and professionalism from teammates is vital to ensuring good impressions are made, thereby securing repeat business, and enhancing the reputation of the organisation. The Client Operations Manager drives a change programme to engage the Business Transformation team and or the most appropriately skilled teammates in delivering high value sales, improving the client experience, championing a culture of excellence and continuous improvement, and improving the overall effectiveness and engagement of Insight’s sales.

The Client Operations Manager is also responsible for managing the team in engaging with clients and resolving client escalations, interpreting requirements, and relaying client experience process improvements to the Global Business Transformation teams across regions in order to initiate the required process changes. In addition, the Client Operations Manager implements and communicates a clear team strategy aligned to Insight’s Global Strategy as well as the Client Operations teams plans to own the client experience from purchase to pay.

• Manage and motivate the team, to promote teammate satisfaction through mentoring, development, and career planning; creating a high performing team with a strong succession benchmark, enabling career progression.
• Work closely with the Head of Client Operations to define standard operating procedures and key performance metrics which can improve performance and drive excellent client service.
• Champion a culture of continuous improvement, develop and coach sales associates in order to produce a high performing team with exceptional levels of productivity.
• Establish strong relationships, and ensure teammates provide exceptional service in order to meet clients business needs and service level agreements.
• Focus on continuous improvement by uncovering service delivery challenges and developing solutions which benefit all elements of the process.
• Manage and maintain working relationships to enhance the delivery of the Client Operations teams services, and regularly review the volume of workload.
• Manage and resolve client escalations with direct contact with clients, listen to and understand their feedback and identify opportunities to further improve processes and the client experience.
• Work closely with the Business Intelligence team to develop effective and impactful client and team reporting.
• Lead and drive a virtual team of teammates in offshore locations, to promote teammate satisfaction through teaching, mentoring, and coaching; ensuring high productivity, performance and or project success.
• Responsible for articulating and aligning the functional strategy in line with that of the business by providing enough tools and resources to teammates to ensure the optimum delivery of the strategy against Insight’s goals.

This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.

• Direct experience of sales in business development and account management.
• Holds relevant professional qualification and or accreditation (such as Sales Methodology Certification).
• High level of written and spoken English.
• A confident, outward-looking, proactive communicator.
• Fully conversant with Microsoft Office suite (Outlook, Excel, and Word).
• Holds relevant professional Project Management qualification and or accreditation (such as PRINCE2, PMI).
• Demonstrates experience of managing and motivating a high performing team within a fast-paced, target driven environment.
• Ability to provide effective leadership, build positive team spirit and inspire, motivate, and support teammates.
• Demonstrates high level organisational skills and a great commitment to improving the overall quality of the client experience.
• Experience of developing standard operating procedures and managing service level agreements.
• Ability to work both independently and within teams, including leading virtual/offshore teams, with a focus on culture and values.
• Ability to demonstrate resilience and flexibility of approach and manage uncertainty and ambiguity for themselves and others.
• A self-developer, acts as a role model, invests time in their own development and encourages others.
• Experience of working within a globally diverse environment, showing an understanding of and keen interest in equality, diversity, and inclusion.

About Insight: We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years. We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things.

Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them. Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful. A full job description will be provided upon application.