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Customer Operations Manager

2 months ago

Melbourne, Victoria, Australia Ingenico Group Full time

About the Role:

Ingenico Group, a global leader in the fintech market, is seeking a highly skilled Customer Operations Manager to join our team. As a key member of our operations team, you will be responsible for delivering an industry-leading customer experience on the delivery of our services, including Help Desk, Field Services, and Repair.

Key Responsibilities:

  • Deliver allocated customers' SLAs and NPS, ensuring the retention and satisfaction of clients.
  • Manage internal stakeholders within Operations areas to ensure coordinated delivery of services to clients.
  • Escalation point for allocated customers in relations to operational services.
  • End-to-end initiatives delivery (from inception to delivery) via coordination of internal Ingenico resources.
  • Partner with the Account Manager to support the Pre-sales, commercial, and contract management.
  • Forecasting, reporting, and service plans in place with each customer.
  • Complete asset management and assessment through forecasting activities across swaps, installs, upgrades, and ensuring the correct strategic plans are executed.
  • Adding value to clients through ongoing assessment and recommendations to improve in either processes or service offers.
  • Partner with the Account Management team and Software Delivery team to ensure delivery of end-to-end solutions for our customers.

Requirements:

  • Dedication to customer service.
  • Able to identify strategic opportunities and deliver on operations.
  • Strong stakeholder management; liaising with customers both at a strategic and tactical level.
  • Ability to work and succeed in cross-functional project teams and successfully deliver planned outcomes.
  • Lead the SDMs and SDCs, assign KPIs, provide feedback, drive recruitment for the team, conduct performance reviews, and drive employee engagement.

What We Offer:

  • Hybrid working.
  • Corporate discounts & Recognition.
  • Flu vaccinations.
  • Office fruit box.
  • Social club.
  • Birthday leave.
  • Employee Assistance Program.
  • Comprehensive training and development.
  • Salary continuance and life insurance.
  • Paid primary caregiver parental leave.
  • Learning & development opportunities.
  • Career progression.

About Us:

Ingenico Group is proud to be an equal opportunity employer and welcomes applications from candidates of all backgrounds.