Service Operations Manager

JOB SUMMARY

Calero, the leading technology expense management solution for complex enterprises, is looking for a detail-oriented Service Operations Manager in their Cannock, Tunbridge Wells or Edinburgh location. Reporting to the Director, Service Operations, you will provide account level operational support to an assigned portfolio of customers. You will be responsible for assigning goals and training your team to achieve targets assigned to support overall business objectives.

ESSENTIAL JOB RESPONSIBILITES

• Manage the daily operations within their team.
• Actively manage skill sets of teams, providing appropriate training opportunities and mentoring.
• Effectively assign tasks based on business needs and team skill sets, providing the necessary support.
• Manage customer escalations and identify preventative measures.
• Maintain a proactive approach to operational and service issues, ensuring KPIs and SLAs are met.
• Prepare and deliver monthly operational service review for each customer.
• Produce reports and communications to provide awareness on the key highlights, issues, and risks.
• Monitor and track financial compliance to ensure customer billing accuracy

EDUCATION/SPECIAL LICENSES OR CERTIFICATION

• Bachelor’s degree and/or related business experience preferred
• Consideration may be given to a candidate with experience in lieu of a degree

EXPERIENCE

• 1-3years’ telecom experience preferred.
• 1-2 years’ experience managing and/or leading a team.
• Experience managing multiple customers with exposure to complex clients preferred.
• Experience in Finance (accounting/P&L/AP/AR) Helpful
• Experience in Project Management or Process Improvement, Lean Six Sigma, change management

SKILLS

• Working knowledge of Microsoft Office Suite (Outlook, Excel, Word, PowerPoint)
• Good understanding of telecommunication expense management and auditing
• Excellent customer service skills
• Attention to detail
• Agility to fast paced environment
• Ability to prioritize and manage multiple responsibilities
• Demonstrates a sense of urgency and ability to meet deadlines

COMPETENCIES

• Excellent verbal, written, and non-verbal communication skills
• Lead by example; maintaining strong ethics, values, trust, and integrity
• High emotional intelligence and critical/forward thinking
• Action oriented, results driven, and ensures accountability
• Customer Focused
• Negotiation
• Leadership
• Quality decision making
• Analytical skills
• Organizational skills and planning/priority setting
• Excellent ability to work collaboratively and confidentially with all levels in the organization

BENEFITS

• Private Healthcare for you and your immediate family
• Gym Membership at Nuffield Health or equivalent
• Life Insurance (pay out being 4 times your salary)
• Competitive Paternity and Maternity Package
• Team Building Budget and Employee Events
• Office Drinks, Snacks, Coffee etc.
• Volunteer Day
• Flexible Bank Holiday Policy

Calero is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, colour, national origin, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with a disability.