Operations Manager - Online Brand Protection

at  Corsearch

Trusted by over 5,000 customers worldwide, Corsearch delivers AI-powered data, deep analytics, and professional services that support brands to market their assets, drive growth, and optimise brand presence against infringement.
With a dynamic team of Global experts, we’re proud to have a collaborative and innovative environment where every voice is heard. If you’re passionate about making a global impact and thrive in a culture that values diversity, creativity, and continuous growth, Corsearch is the place for you. Join us in shaping the future of brand protection and making a difference on a global scale.

THE ROLE

Managing the efficient and effective execution of Client Operations within an Industry Segment.
You will line manage a group of Client Delivery Managers, Client Delivery Specialists and Analyst teams and will be responsible for assuring effective delivery for our Clients.
Alongside the other Operations Managers within your industry you will be the main counterpart to the Brand Partners in ensuring suitable capacity management for the forecasted demand, with the required skillset capabilities. You will ensure client needs are matched with current skills and development goals of your resource group. You will manage recruitment strategy, ensure best practices are followed, and you will manage performance at the individual level and reporting performance at the industry level.

RESPONSIBILITIES AND DUTIES

• Line management of Client Managers, Client Coordinators and Analysts with appropriate performance management, objective setting, career management and appraisals. Analysts will have their day-to-day delivery managed by their CDM, your responsibility here is to provide support for any escalation, and to ensure consistency in approach and ultimately be accountable for the teams overall delivery
• As an escalation point for Brand Protection Partners, ensure the client priorities are delivered and that there is consistent application of SOPs across the industry segment
• Manage the staffing needs for the Client Operations Teams within your segment, collaborating with your peers to assure resources are available to teams to meet forecasted demand, and to cover short-term peaks and troughs with efficient utilization metrics.
• Input to the recruitment strategy and hire and onboard new staff accordingly
• Operational Management including continuous optimization of all aspects of the team delivery, internal reporting, managing KPIs, MBRs, managing the budget for delivery
• Management of special projects e.g., Operational excellence, automation implementation, new tooling, restructures etc.
• Providing leadership for broader initiatives, e.g. development and running of communities of expertise, supporting product champions, moving product requirements forward, liaising with Senior Partners to develop deeper industry insights based on delivery trends, ensuring training is fit for purpose
• Maintain a high-level working knowledge of Salesforce, Float, Freshdesk, Asana, Client Success, Corsearch Academy, Corsearch Clubhouse, our OBP Platforms well as any other tools as they are created and introduced in order to champion their correct usage.