Client Operations Manager 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. Key responsibilities: • 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 succes .