Job Introduction
This role is an exciting opportunity to join the BPP Commercial team as Client Operations Manager across all Accounts (primarily Accountancy and Financial Services qualifications) for our managed clients.
This is a pivotal role within the department where you will manage and run an operational delivery team who are the key points of contact with our clients and students. You will be responsible for ensuring that the operational delivery of accounts runs successfully, working closely with key internal departments to do this and ensure that all contractual and non-contractual SLAs and KPIs are met. You will also work closely with the Client Relationship team to develop a trusted relationship with our clients, supporting the successful running, growth and retention of BPP’s most important clients.
What you’ll be doing
As a Client Operations Manager, ensuring services align with contracts and agreed Service Level Agreements (SLAs) within designated accounts is integral to your role. This includes collaborating with Relationship Managers and clients' training managers to plan and identify student volumes and course requirements, conducting regular service and operations reviews, addressing client and student queries promptly, coordinating reporting and feedback and continuously improving service quality. You'll also be responsible for building strong client relationships, managing governance, and ensuring SLAs/KPIs are met.
You will be managing a Client Service Team, which involves supervising Assistant Client Operations Managers and Client Services Executives, conducting performance conversations, ensuring efficient administration, computer-based examinations, course bookings, reporting and apprenticeship operations.
Regarding Account Management, responsibilities include liaising with internal departments to ensure smooth program logistics, serving as the main point of contact for the internal Client Service Team, and working alongside Assistant Client Operations Managers for efficient booking.
What we’re looking for
- Ability to manage complex service activity in a client/customer facing role
- Management/supervisory level experience
- Experience of managing KPIs and SLAs in a commercial environment
- High level of organisational skills, including ability to manage complex activities to tight deadlines
- Excellent communication skills: verbal and written
- Excellent planning skills: able to create high level & detailed plans
- Excellent negotiating skills
- Experience of managing client and internal stakeholder relationships
- Ability to analyse data and communicate key information
- Proven track record of managing change, both personally and supporting others
- Proactive and professional attitude to work
- Good working knowledge of Microsoft Office
Choose a better work-life balance
In addition, you’ll have the flexibility of a home-based role, with the option to work from one of our centres should you wish. Either way, you’ll benefit from a vibrant workplace and a culture that believes in looking after others, while being part of a diverse workforce where difference is celebrated. In addition, you’ll work alongside other like-minded professionals who champion progress, while having opportunities to develop in an environment where creativity and innovation is rewarded. On top of a competitive salary, we provide a generous annual leave entitlement of 28 days, and there’s a rewards package that includes retail discounts, Group Personal Pension Plan, dedicated healthcare and dental plans that offer additional assurance to look after you and your family. Brilliantly, you can also study any of BPP’s courses for free – be it a professional qualification or full degree.