Customer Operational Delivery Manager

Customer Operational Delivery Manager Location: either Remote/Hybrid/Basingstoke Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 60k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government. Once For All is the UK's most connected and progressive database of procurement and supply chain management services, making contracting and consultancy simpler and helping our customers across the construction industry achieve more by allowing them to access those services with ease. We build value from beginning to end in the supply chain and procurement cycle, saving organisations time and money by reducing duplication and managing third party risk. Over its two decades of operating history, FORTIUS has grown from a single supplier assessment scheme, focused on the UK construction market, to a diversified provider of supply chain risk management solutions for over 60,000 collective buyers and suppliers, operating across over a dozen end-markets and multiple geographies. With the backing of one of the world’s leading Private Equity partners, the FORTIUS Group continues to rapidly grow its network in the UK and overseas, underpinned by its powerful SaaS Platform and extensive dataset. To develop, manage and motivate the Customer Support and Verifications Teams ensuring they achieve the overall business objectives whilst ensuring outstanding customer service is delivered consistently to external and internal customers. To ensure we create a level of customer experience where our customers feel that we are truly there to help maximise their use of our services in a low effort way. To help maximise supplier retention through excellence in Customer Service and as a partner to our Commercial Organisation. Role Accountabilities:

• Accountable for effective people management to ensure team morale, timely customer management and consistent achievement of operational metrics and targets including KPI’s and SLA’s and to be the second point of contact for escalations.
• Responsible for balancing resource levels across the teams in order to ensure SLA’s are met and to implement strategic change in order to achieve operational excellence.
• Accountable for the data driven management of the teams’ performance, critiquing the outputs and implementing corrective actions to ensure consistent achievement.
• Accountable for coaching individuals on their performance to exceed targets through regular 1:1’s, identifying training needs, performance management and ensuring all training is completed.
• Accountable for the recruitment, induction and training of all new starters into the Customer Experience team.
• To be the subject matter expert from an Operations perspective supporting projects and continuous improvement initiatives across the business.
• To be fully integrated into the product management process to ensure that both Internal and External schemes, services and features are fully catered for at launch or released to maximise user adoption and experience.
• To actively promote a culture that delivers high performance, motivation and engagement through effective leadership.
• To work as part of the Customer Experience Management Team reviewing processes, leveraging analytics in tools and analysing supplier feedback to drive continuous improvement through the creation, training and enforcement of such improvements

• More than 5 years’ experience in a Customer Service/Customer Support/Operations Manager type role.
• Previous success in delivering against challenging operational objectives and experience in using data and insight to identify opportunities for improvements.
• Experience of successfully managing team leaders and building effective relationships with multiple stakeholders.
• Experience of coaching team leaders and creating a culture where coaching cascades down through their teams. Experience supporting SaaS products.
• Analytical with the ability to manage key performance indicators (KPI's) that drive maximum productivity, quality and service.
• Positive in approach with the ability to liaise, influence, communicate and negotiate at all levels of management and work collaboratively with other departments.
• Articulate with excellent verbal and written communication skills.
• A self-starter that is highly organised and with a “can-do” attitude.
• Demonstrable problem-solving ability and time management practices.