Head of Service Operations

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry. Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About Your New Role

As part of our growth journey, we are searching for a Head of Service Operations to take charge of the automotive teams here at NQC. The successful candidate will be a natural leader in operational service management, who can liaise with various functions of the business. Working cross-functionally with wider teams, such as our client delivery team, product management, and external clients, you will ensure that our clients and suppliers are receiving the best service possible.

Key Responsibilities

• Overseeing the day-to-day responsibilities of the automotive branch functions (Supplier Assurance platform) such as Data Administration, Outbound Support, Inbound Support, and Compliance Analysis.
• Providing effective leadership and guidance over the existing branch leaders to drive effective productivity and streamline processes.
• Managing incidents with the platform and ensuring tickets are being responded to in a timely manner.
• Identifying opportunities to streamline existing processes by implementing new automation tools.
• Coordinating aspects of the service operations, ensuring support teams are providing excellent customer and client experiences.
• Collaborating with senior stakeholders and wider departments of the business.
• Meeting with our external clients either via call or (occasionally) in-person, delivering presentations on our service performance and sharing trends/analysis.

Requirements

• Proven leadership experience, preferably within IT or SaaS sectors.
• Proven people-management skills, ideally within a multilingual, multinational business.
• Previous experience ideally within an operational service-management role.
• An ability to effectively coach and develop individuals professionally across a variety of levels, from mid-level to management.
• Strong experience with the coordination and tracking of multiple teams.
• Highly proficient with data and documentation tools, such as Sheets and Excel, with an ability to manipulate, analyse and communicate data effectively.
• Excellent organisational skills and experience with tracking software, such as Jira.
• Proactively approaches workflow and understands how to effectively prioritise and manage tasks.
• Excellent interpersonal and communication skills across a variety of teams, with an ability to understand and participate in technical discussions.
• Public speaking skills, particularly in client or customer-facing roles that include social sales and presenting to large groups.
• Multilingual abilities are desirable but not essential.

Key Competencies

• Is consistently motivated, committed and able to perform duties in all situations.
• Communicates and receives ideas, views and information to achieve understanding.
• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
• Plans and prioritises activities and resources to maximise performance and minimise errors.
• Thinks creatively and embraces opportunities for change.
• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

Benefits

• Competitive salary package
• Hybrid working policy
• Private pension scheme
• 25 days holiday (Increasing with service) + bank holidays
• Health Cash Plan
• Learning & Development through Udemy
• 24/7 Access to a Virtual GP
• Life Assurance (4 x Salary after probation period)
• Regular company socials & events
• YuLife: Employment wellness and benefits platform