Customer Success Operations - Manager
About the role
The Customer Success Operations Manager is responsible for overseeing internal operations within the New Business division, including managing Team Leaders and frontline staff. The role focuses on driving operational performance, supporting a positive culture, and ensuring compliance with regulatory standards, particularly within financial services or insurance. Key responsibilities include leading and motivating operational teams, developing new business strategies, supporting performance improvement, and collaborating cross-functionally to achieve optimal customer outcomes. The ideal candidate will have a proven track record of leading large teams through transformation, strong people management and communication skills, and experience in regulated environments. The position also involves comprehensive line management duties such as performance reviews, conflict management, and talent development.
Must have
- Strong track record of leading large operational teams through periods of transformation and operational change
- Commercially aware, with an understanding of the internal and external environment
- Ability to adapt leadership styles to suit the needs of stakeholders and team
- Track record of leading commercially led functions in New Business
- Excellent communication skills and extensive people management skills
- Strong problem-solving skills, computer literate, including Microsoft Office and required Operational software
- Adaptable to change, able to act as an ambassador and lead on change projects.
- Proven track record of delivering results
- Strong decision making skills with the ability to take action, effectively plan and prioritise projects as appropriate
- Background of leading teams in the financial services or insurance industry (regulated environments)
Technologies
- Agile
- Microsoft 365
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