As Sales Operations Manager you will be playing a critical role overseeing the operations of our support teams to provide excellent customer services to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement areas for process improvement through automation. This role is key in optimising the efficiency of the support team and improving the overall customer experience by leveraging technology.
Key responsibilities:
Team Management:
* Lead the support teams, ensuring they consistently deliver exceptional service to corporate clients and intermediaries.
* Set clear, measurable goals and KPIs, and monitor team performance to ensure objectives are met with excellence.
* Foster a culture of continuous learning by providing training, development opportunities, and mentoring the team. Promote collaboration and knowledge-sharing within the team, ensuring seamless support across various functions.
Customer Service Excellence:
* Ensure the teams meet and exceed service level agreements (SLAs), driving efficiency, effectiveness, and customer satisfaction.
* Take a hands-on client facing approach in managing complex or escalated customer issues, ensuring timely and effective resolutions.
* Champion an outstanding client experience by balancing automation with personalised service.
Automation Identification and Implementation:
* Identify key opportunities for automation to streamline support processes, reducing manual effort and boosting overall efficiency.
* Collaborate with the sales optimisation squad to integrate cutting-edge technologies such as AI-powered chatbots, automated workflows, and self-service portals to enhance operations.
* Monitor and assess the performance of automated processes, making data-driven adjustments to improve accuracy, speed, and customer satisfaction.
Reporting and CRM Management:
* Develop and maintain comprehensive performance dashboards to track key metrics such as team performance, customer satisfaction, and the success of automation initiatives.
* Ensure the team maintain accurate and up-to-date records in our CRM system to support effective client management and service delivery.
* Leverage analytics to identify trends, uncover bottlenecks, and provide actionable insights for continuous improvement across both manual and automated workflows.
Collaboration and Stakeholder Engagement:
* Build strong relationships with cross-functional teams, including product, service and finance teams to drive automation initiatives and enhance the customer journey.
* Act as a trusted advisor to corporate clients and intermediaries, understanding their unique needs and delivering tailored support solutions.
* Ensure all customer and intermediary data is handled securely and in compliance with industry regulations and company policies.