Position: Service Operations Manager Reports to: Service Director & Country Manager Based: Knutsford Corporate Overview As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business. Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience. We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business. Role Profile As Operations Manager, you will be responsible for managing the interfaces between Sales/Service and Supply to ensure the Client received the optimum level of customer service and the production and analysis to management information to ensure that the operation is run as efficiently at possible. The Operations Manager (OM) is responsible for designing and controlling the process of business operations in the delivery of goods or services. The Operation Manager will make tactical decisions in support of carrying out the strategy and will be a member of the Senior Management Team. Key Responsibilities Customer Service Delivery Ensuring the CSD team assist the Sales/Service team with the transition from orders secured into service delivery. By pro-actively managing the customer experience and ensuring that that the process flow from pre-sales to post sales delivery is achieved efficiently and effectively. Working between and in conjunction with, the Sales and Service Departments to ensure a smooth handover and dealing with any outstanding issues to ensure client satisfaction. Project Management Ensuring the Project team delivers the successful and timely management of Business-Critical Projects by leading, project managing and coordinating required activities between Glory and its Customers. Managing projects to supply major banking and retail customers with products, services an ongoing support. Focuses on meeting project commitments, including communications with sponsors, stakeholders, etc. Lead or assist in the planning, implementation and introduction of projects for new systems and technologies for customers of Glory Global Solutions. Business Information and Improvement Provision of timely and accurate information to Clients about MIT packs. In addition, overall responsibility for regional Service Key Performance Indicators (KPI’s) timely and consistently, provides reliable KPI information and reports and leads KPI improvement projects. To ensure that Glory to continuously improve and grow our Service business resulting in an even higher market share, excellent profitability and exited customers Customer Service Centre Working with the Call Centre Manager and Seniors within the team, provide strategic focus, support and guidance to the management of the Customer Service Centre (CSC). Tasked with delivering market leading levels of service and an outstanding customer experience in all interactions. By leveraging all available tools; drive efficiencies, reduce costs and increase performance and constantly striving for service enhancement and continuous Improvement. Logistics Interface Working with the Logistics management team to ensure effective management of indirect services to ensure the smooth running of the areas that impact the operations functions. Providing just-in-time provision of goods and equipment for both the Field Service staff and our Clients. Health & Safety Responsible for the compliance of the company’s Health & Safety policies and procedures. Communication Engaging with key stakeholders across the organization to ensure the smooth Operation of the UK office. Policies & Procedures Develop and implement appropriate policies and procedure to ensure the smooth operation of the business Qualifications and Experience Degree in Operations/Service Management /Business Improvement Prior operations management experience Experience of high level business-to-business relationship management Leadership and team building experience Proven track record in an equivalent sized organisation (corporate and business unit) Sales and marketing experience preferred (must be able to work effectively with the sales organisation) Management of 3rd party/sub contract relationships Financially literate, P&L accountable management experience Working knowledge of business improvement tools and methodologies Previous experience with optimizing customer satisfaction process and meeting quality standards of the organisation Required Skills and Competencies A passion for service: warm, friendly and genuine with the ability to lead, inspire and motivate a large and diverse team with fairness and empathy. Able to create and implement economically sustainable solutions to the benefit of the Client. A performance driven approach: creates a culture of results within a high-pressured environment through the creation of a strong sense of team spirit, instilling a hunger to be part of a winning team. Anticipates and takes advantage of internal and external factors, for the long term commercial benefit for Glory. Taking the Initiative: takes ownership, is committed to achieving growth by creating a culture of innovation, commitment and dynamism. Has courage to promote and foster independent decision making throughout the team, enabling individual and team growth by learning from mistakes. Respecting Commitments: able listen with empathy enabling impartial judgement, quickly establishing trust and rapport. Being an exemplary role model. Delivering unequivocally client and customer promises and contractual compliance through delivering operational excellence within your teams. Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law. Third Party Agencies Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.