Customer Services & Operations Manager

Key Skills and Responsibilities

Leadership & Team Development

• Guide and support teams to achieve strong performance outcomes
• Define clear roles, expectations, and measurable goals
• Encourage professional growth and plan for future talent development
• Foster a positive, team-oriented environment focused on results

Operational Excellence & Improvement

• Streamline processes to improve efficiency and effectiveness
• Spot and remove bottlenecks or inefficiencies in workflows
• Design processes that can grow with the business
• Maintain consistent ways of working across all teams and areas

Systems, Data & Performance

• Play a key role in rolling out ERP/SAP systems and future technologies
• Leverage data to track performance and identify improvements
• Take ownership of reporting metrics and service-level outcomes
• Encourage consistent use of systems and standard operating methods

Commercial & Strategic Contribution

• Plan resources effectively to support business expansion
• Ensure a strong balance between customer satisfaction and operational delivery
• Contribute to broader business strategy and planning
• Identify areas to enhance efficiency, service quality, and scalability

Stakeholder Management

• Develop strong working relationships across departments
• Act as a central point of coordination between teams
• Enable informed decision-making across functions
• Communicate clearly and effectively with colleagues at all levels