Client Operations Associate in Gateshead

MindGym use the latest behavioural science to transform the performance of companies and the lives of people who work in them. Since we started MindGym, we’ve partnered with over half the FTSE 100 and S&P 100, equipping them with an all-important human advantage. We’re growing rapidly and have successfully floated on the London Stock Exchange. This is just the start. We have a bold vision to redefine how companies and individuals flourish, and so disrupt the market for behavioural change.

About the role

As a Client Operations Associate, you lead client-agnostic operations processes that enable our programmes to run smoothly across our global client base. You are the engine behind a range of critical operational workflows that keep delivery pacey, accurate and consistent - from systems administration and data management to first-line support and process execution.

You work with pace and rigour, managing processes proactively and spotting issues before they become problems. When you do this well, we deliver a seamless experience to clients every time. You will be cross-trained across multiple operational processes, so you can flex in line with business priorities and support the team wherever demand is highest.

What you’ll be doing:

• Run a portfolio of client-agnostic operations processes that enable smooth, efficient programme delivery across our client base and business.
• Work closely with Product, Sales, Marketing and Client Success teams to keep operational workflows joined up and running efficiently.
• Provide first-line technical support, applying product and systems knowledge to help resolve issues for clients and internal stakeholders quickly.
• Use operational tools and project management platforms (e.g. Jira, Netsuite, Hive, Administate) to drive efficiency, accuracy and data integrity across processes.
• Proactively manage processes end-to-end, anticipating issues and resolving them before they affect delivery or the client experience.
• Facilitate clear communication between key stakeholders and internal departments to keep workflows on track.
• Liaise with stakeholders across our UK and US teams, helping to align ways of working and maintain consistency globally.
• Continuously look for ways to streamline and improve operational processes, surfacing friction points and suggesting practical solutions.
• Maintain accurate records and reporting across the systems you own, supporting visibility and decision-making across the team.
• Working closely with Product, Sales and Customer success to support with administrative and operational processes.
• Utilising operational tools and project management platforms, such as Hive, to drive efficiencies.
• Facilitating communication between different key stakeholders and internal departments.
• Liaising with stakeholders in both our UK & US MG teams, helping us work towards alignment of working practices.
• Communicating in a timely manner and taking a proactive approach to problem solving.

About you

• Pacey and rigorous: Works at speed while maintaining accuracy and discipline across multiple concurrent processes.
• Proactive process management: Anticipates issues before they arise, takes ownership of resolving them and continuously improves how work gets done.
• Strong attention to detail: Maintains high standards of accuracy across data, systems and reporting.
• Client-oriented: Understands how operational processes underpin a great client experience and keeps that front of mind.
• Exceptional communication: Clear, confident written and verbal communication with internal stakeholders across teams and geographies.
• Problem solver with a positive mindset: Approaches challenges constructively and finds practical solutions.
• Flexible and adaptable: Cross-trained across a number of processes and able to flex in line with business priorities.
• Strong team player: Wants the team to succeed as a whole, while also able to establish priorities and work independently.
• Quick learner: Picks up new tools and processes quickly and shares that knowledge cross-functionally.
• Inquisitive and curious: Hungry to learn, understand how things work and find better ways of doing them.
• Analytical and data-driven: Comfortable working with data and a good level of competency in Excel.

MindGym is committed to diversity, equity and inclusion. We offer equal employment opportunities to all applicants regardless of age, gender, ethnicity, disability, sexual orientation, religious beliefs, marital or parental status. We support flexible working arrangements for all roles unless operational requirements require otherwise. We are committed to providing a working environment where everyone's individuality and unique contributions are recognised, valued, and respected.