SKILLS & EXPERIENCE

• Experience delivering Customer Support or equivalent operational services for medium-large scale software, advisory, or Managed Services customers (over 10,000 EE’s); HCM industry knowledge is highly advantageous
• Experience leading multi-disciplinary multi-geography teams of 25+ colleagues, including outside of knowledge expertise, manage people performance, development & retention risks
• Experience driving team to achieve targets, incl SLAs, KPIS and successful outcomes
• Experience supporting a team by proactively cascading knowledge, working with team to consume new product/service capabilities and supporting & influencing continuous improvement
• Experience understanding the levers for change, including reducing and deflecting inbound support demand, and influencing and achieving the outcomes for improved Customer Success from NPS and pulse surveys
• Experience owning and contributing to asset library for the team
• Experience owning & driving improvements to team eNPS
• Strong all-round communication skills; ability to influence at all levels of an organisation

The Customer Support Operations Manager will be responsible for the operational delivery of our customer support in the UK. This role will manage our support teams and will proactively deliver a customer focussed and highly effective operation in a multichannel support environment. This role will also be responsible for the post-sale customer relationship for each premium support service tier which includes customer onboarding and periodic service reviews.
You will have the ability to cultivate a continuous improvement culture, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery, workforce forecasting and shift management. This will be achieved by bringing people together to ensure operational readiness for product releases and upgrades, that Customer Support delivery standards are defined and measured, and during incidents, major and minor, that your team act as the voice of Support operations and our customers.
Leading teams through change will be essential elements of leading an evolving support environment – ultimately delivering a customer experience that is a source of competitive advantage.
To support the development of the team and achieve first class customer service you will be an expert in using data to create relevant management insights, enabling you to deliver quantified bottom line performance improvements and working practices across the teams in parallel to a superior customer experience.

In this role you will (jointly with the Kochi Operations Manager):

• Be responsible for the overall operational outcomes of the Customer Support service, including the Premium Support Service
• Support and coach your teams to achieve targets, incl SLAs, KPIs, budgets and successful outcomes
• Manage people capabilities and resource planning and scheduling so the Customer Support team is sized correctly to meet demand across all relevant channels
• Own and deliver repeatable Customer Support processes, and develop and maintain a library of operational deliverables to ensure Customer Support is delivered in a consistent high-quality way to Customers
• Own and implement the Quality Assurance framework to deploy service procedures, policies and recognised support QA standards to deliver a consistently superior customer experience and an efficient support teams
• Consuming new product releases across the Customer Support team
• Be a champion and leader for continuous improvement, employee engagement eNPS, customer/brand NPS and operational integration current and new services to Zellis customers
• Proactively drive demand reduction and deflection, minimise cost and drive innovation and the utilisation and adoption of technology, optimising revenue opportunities
• Support the joint build of onshore/offshore capabilities, including a clear RACI and hand offs, ensuring quality is maintained, and managing a safe transition between on and offshore resources
• Demonstrate significate Influence across multi-disciplinary teams (internally & with customers), including partnering, consulting and facilitating appropriate collaboration between senior stakeholders, including C-Suite level (internally and externally) for the best outcomes
• Participate in thought leadership related to own specialisms and Influence strategy for own specialisms, including keeping up to date with latest customer support management practices, identifying appropriate areas of improvement and implementation
• Follow an expert approach to identifying and resolving business and reputationally impacting risks and issues
• Owns root cause analysis for risks and issues
• Act as a point of escalation, managing difficult conversations for senior stakeholders, including C-Suite level
• Defining, alongside the Director of Customer Support, the approach and playbook to problem resolution and solution design
• Takes the initiative in identifying their own and supporting team members’ appropriate development opportunities
• Supporting Director of Customer Support to develop and mobilise the full range or required skills and capabilities for the business
• Create a high-performance culture for our UK-based team. You will motivate and engage your team across the employee lifecycle, ensuring all people processes are happening including the recruitment of new team members, setting objectives, coaching and recognising individuals to reach their potential and dealing with performance issues in a timely manner
• Own the process for introducing customers to the customer help centre and undertake welcome calls with the assigned CSM to new customers, ensuring new users quickly become familiar with how to get suitable support across a range of channels.
• Own and deliver the initial welcome calls and then the ongoing periodic reviews with Premium Support customers, reporting on performance against SLAs and undertaking investigations into any service failures.