Client Services Operations Manager
Customer Support | Maidstone, Kent, United Kingdom | Full Time
Who we are:
GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption. Its high-scale PKI and identity and access management (IAM) solutions support the billions of services, devices, people and things comprising the Internet of Everything (IoE). The company has offices in the Americas, Europe and Asia.
Who we are looking for:
Client Services Operations Manager
Position Title: Client Services Operations Global Manager[
Department: Client Services
Unit: GMO GLOBALSIGN, Ltd.
Reports To: Client Services VP
Staff directly managed by jobholder: Client Services Operations Team
Internal contacts: Staff employed by GMO GlobalSign, internal business functions
External contacts: External business functions, customers, stakeholders
Responsible for disseminating information received from CS VP and CS Global Managers, internal sources, including SET, external sources and determining the best and most efficient way to action.
Exploring ways to improve CS-Ops team to meet and improve the departments KPIs of Satisfaction, Quality, Productivity, Quantity[while continuously looking for ways to manage and improve project cost and efficiency.
Ensure departmental processes and procedures, SOPs and other documentation are up to date and communicated to the Client Services department to aid smooth running of the teams.
Ensuring CS-Ops team deliver projects in agreed timescales and that the team meet individual deadlines.
Ensure the Client Services department adapts to business and departmental strategies.
Manage relationships with RPM/PM to make sure that Client Services is prepared and ready for change implementation.
Manage relationships with IT Ops, Security and Compliance departments to ensure that impact to Client Services is minimal.
Set goals, targets and training with team members that align with team and departmental strategies and fits their career development.
Awareness of GlobalSign’s continually changing product catalogue and understand the products and solutions offered, how they function and their business application.
Managing cross-departmental information, ensuring communication flows between Client Services and the business.
Manage time between own responsibilities and that of the team, ensuring deadlines are meet.
Deliver reports to VP on time, highlighting successes and failures, overall progress and recommend improvement plans.
Responsible for CS-Ops team members; agreeing holiday without impacting the work of the team, managing personal /HR issues, sick leave, agreeing career development paths, goals, tasks, job roles and responsibilities etc.
Awareness of corporate policy and procedures, working with Global Managers to make sure that Client Services adhere to them.
Managing the creation and maintenance of departmental processes, procedures, standard operating procedures, including but not limited to GDPR alignment, ISO accreditations, ITIL framework, Contract Management, Problem and Change Control.
Oversee CP-Ops team relationships within Client Services, especially with SMEs and Tier 3s, working together to develop new processes and procedures to support new products and processes.
Personal responsibility to maintain own training and development plan agreed with Manager.
An understanding of Policy making, process and procedure implementation.
Experience building relationships with third parties, including customers and stakeholders. Demonstrate respect and empathy to customers and co-workers.
Comfortable in a leadership role, making decisions based on information, problem solving and driving results for the team and department.
Ability to organise own self and that of a team to meet deliverables and able to work with minimum supervision.
Shows flexibility and can adapt to new situations.
Able to represent the big picture to the team while focusing on the specifics of delivery.
Experience managing projects with a working knowledge of project management tools and techniques.
Working knowledge of JIRA, Confluence and SalesForce.
Knowledge and experience using Microsoft Office tools.
Knowledge of security principles, concepts and techniques within the Certificate Authority industry.
Hands-on and able to work in multi-disciplinary teams (department colleagues, business functions).
Leader in customer service skills and techniques.
Excellent English communication skills, both written and verbal.
Displays a polite and professional attitude when representing GMO GlobalSign.
What we offer:
Company Profitability Bonus Scheme
Annual Eye Test and Glasses Contribution
Fruit and Snacks in the office
Staff Council Events for hitting targets
Cycle to Work Scheme
Corporate Perks Discount Scheme
5% Employer matched pension
Death in Service Policy
Sickness or Disability Cover