Senior Client Operations Manager

About the role

As a , you will play a pivotal role in enhancing our client experience and operational efficiency. This position requires a strategic thinker with a strong background in client relations and operational management. You will lead a team dedicated to ensuring our clients receive exceptional service while optimizing our internal processes. This is an exciting opportunity to contribute to the growth of a leading mobile payment solutions provider based in Hatfield, Hertfordshire.

Key facts

What you'll do

• Oversee the daily operations of the client services team, ensuring that all client inquiries and issues are addressed promptly and effectively.
• Develop and implement operational strategies that enhance service delivery and improve client satisfaction.
• Collaborate with cross-functional teams, including product development and marketing, to align client needs with company offerings.
• Analyze client feedback and operational data to identify trends and areas for improvement, presenting findings to senior management.
• Manage key client relationships, serving as the primary point of contact for escalated issues and ensuring resolution in a timely manner.
• Train and mentor team members, fostering a culture of continuous improvement and professional development.
• Create and maintain comprehensive documentation of processes, procedures, and best practices to streamline operations.
• Monitor performance metrics and KPIs, providing regular reports to stakeholders on team performance and client satisfaction levels.
• Lead initiatives to enhance the efficiency of operational workflows, leveraging technology and automation where possible.
• Participate in the development of client onboarding processes, ensuring a smooth transition for new clients into our services.
• Act as a liaison between clients and internal teams to ensure that client expectations are met and exceeded.
• Stay current with industry trends and best practices in client operations and mobile payment solutions to drive innovation within the team.

Requirements

• A minimum of 5 years of experience in client operations or a related field, preferably within the technology or payment solutions industry.
• Proven track record of managing client relationships and leading operational teams to achieve high levels of customer satisfaction.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members alike.
• Experience in developing and implementing operational strategies that drive efficiency and effectiveness.
• Proficiency in using CRM software and other operational tools to manage client interactions and track performance metrics.
• Strong problem-solving skills and the ability to think critically under pressure.
• A proactive approach to identifying challenges and implementing solutions.
• Ability to work collaboratively in a fast-paced environment, managing multiple priorities effectively.

Nice to have

• Experience in the mobile payment or fintech industry is a significant advantage.
• Familiarity with project management methodologies and tools.
• Previous experience in a leadership role, managing a diverse team.
• Knowledge of customer experience best practices and methodologies.
• A degree in business administration, operations management, or a related field.

Skills & tools

• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and data analysis tools.
• Familiarity with CRM systems such as Salesforce or HubSpot.
• Experience with project management software like Asana, Trello, or Jira.
• Understanding of mobile payment technologies and trends in the industry.
• Excellent organizational skills and attention to detail.

Practical notes

• This position is based in Hatfield, Hertfordshire, and may require occasional travel to client sites or company events.
• The role may involve working outside of standard business hours to accommodate client needs and project deadlines.
• Paybyphone is committed to fostering a diverse and inclusive workplace; we encourage applications from candidates of all backgrounds.
• Interested candidates can apply through the following link: [Paybyphone Careers](https://paybyphone.bamboohr.com/careers/25).

Join Paybyphone as a Senior Client Operations Manager and be part of a dynamic team dedicated to transforming the way people pay for parking and other services. Your expertise will help us deliver outstanding client experiences and drive operational excellence in our organization.