Senior Operations Manager

Manchester, United Kingdom
19 Nov 2019
End of advertisement period
06 Dec 2019
Contract Type
Fixed Term
Full Time

Location: Manchester St James's
Closing date: 06/12/2019
Salary: £30000-£33000
Employment type: Fixed Term
Department: Professional Development - Operations (PD)

Job Purpose:

Working closely with key internal departments, externally with the joint venture partners and Key Clients, this role will assist and deputise for the Head of Operations in the day to day running of Professional Development Operations Team.

This role will be responsible for the smooth running of all B2B and B2C programmes in a variety of modes e.g. Face to Face & Online.  The role will act as a key point of contact between PD and the SMC, Client Services and Law School Teams. You will oversee and ensure that relationships and processes are maintained to a high standard.

Job Background:

This role is based within the Professional Development and specifically the Operations Team. The team are responsible for the administration and support of all the B2B & B2C courses and programmes.  

Key Responsibilities:

  • Ensure maximum utilisation of the team to manage mailboxes
  • Oversee the provision of adequate training is provided for the team on new products/refresher on existing products
  • Assist with spot checking of mailboxes to look at customer service, GDPR and any training issues
  • Work with the Marketing, Programme and PD On-line teams to ensure that new campaigns are communicated to the team.  Ensure that these communications are logged and tracked.
  • Assist the Head of Operations with the management of the 2 JV partners ensuring that we achieve SLA and highlighting immediately any potential issues / concerns.
  • Investigate and respond to customer complaints under the direction of the Head of Operations
  • Work with IT to remedy IT issues as required
  • Become an expert for system technical queries and assist with business process improvements on the new booking system
  • Assist the Head of Operations to implement, update and improve the PD Business Continuity plan and processes
  • Assist with the project management of new contracts as they are won to ensure the contract is fulfilled as BPP undertakes and also to maximise revenue and retain the business. Including:-
  • Collating feedback and reporting back to the clients (via BDM or directly if required)
  • Attending client meetings and events
  • Prepare and conduct regular reviews and feedback to management
  • Establish and maintain strong client relationships external stakeholders ensuring the team have regular and structured contact that will include face to face meetings and telephone/email communications
  • Supervise the management of relationships with PSC Law School Exclusive clients and all PD B2B Clients
  • Ensure that the team are maintaining a strong relationship with all existing and new clients by conducting annual reviews/client visits
  • Respond and/or ensure the team respond to any account queries from the Law School in a comprehensive and timely manner
  • Ensure that all clients are invoiced promptly and accurately by doing regular audit checks
  • Assist the team with technical queries and work with other teams to ensure that communication of requirements are clear
  • Assist the Head of Operations with any reporting requirements and better ways to keep the business updated
  • Support the Head of Operations with all month end processes ensuring that the information is accurate, kept updated and communicated in a timely manner
  • Undertake any other activities requested by the senior management team
  • Be an ambassador for BPP both internally and externally communicating and promoting the vision and direction of the company with passion
  • Operate within data protection guidelines and ensure customer confidentiality is maintained at all times
  • Comply with all aspects of BPP’s business policies and procedures including but not limited to H&S, data protection, equality and diversity  

Development Opportunities:

The role will work closely with the Head of Operations and deputise to provide holiday/absence cover for that role.

Knowledge/Experience and Skills:

  • Management experience
  • Excellent attention to detail
  • Passionate about providing excellent customer and client service with a positive approach to dealing with people
  • Highly proactive and professional attitude to work and any issues
  • Strong motivation and positive approach to team working and building new client and business relationships
  • Ability to translate the needs and of objectives of the business, in line with the wider group agenda
  • Ability to manage people and resolve conflicts
  • Commercially focused with leadership and coaching skills
  • Collaboration and relationship building
  • Commercial assessment of situations in decision making - balancing the needs of the business and of the individual/team
  • Excellent communication skills: verbal and written - timely, clear, inspirational and confident
  • Experience of working to KPIs and SLAs in a commercial environment
  • Good working knowledge of Microsoft Office
  • Adaptable to change  and have the ability to challenge and inspire people to engage in change processes
  • Strict confidentiality

Senior Operations Manager 2019