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Service Operations Manager

Christie's
Art Logistics, Art Sales, Auction Houses
   Location: London
   Salary: DOE
Experience: Mid-Senior Level
  Organisation: Christie's
Deadline: 22/03/2020

Purpose of the Role:

The Service Operations Manager, in support of the Head of Service Operations, fosters continuous improvement across the Service Operations group.  An integral position within the Service Operations group – this role will be responsible for supporting the Head of Service Operations with the day to day management of the Client Service and Post Sale functions.

The Service Operations Manager will be responsible to deputise for Head of Service Operations when they are not available.  This position is responsible for providing additional support to HOD with projects and initiatives that identify opportunities to enhance service efficiency focused on delivering superior client service, adhering to the values and culture within Service Operations  team.

Key Responsibilities/Tasks: (Duties include but are not limited to the following):

  • Support Head of Service Operations with management of Client Service and Post Sale functions

  • Deputise for the Head of Service Operations in their absence

  • Proactively lead by example within the team, demonstrating a good understanding of processes across the Service Operations group

  • Demonstrate the ability to gain and maintain confidence of staff and clients at all levels through effective communication and practical problem solving

  • Collaborate with Supervisors across remote and in person task areas to maximize efficiency, fulfill all Service Operations tasks, and optimise sale coverage

  • Assist Head of Service Operations with team development, recruitment, training and succession planning

  • Challenge current processes and identify opportunities to enhance service efficiency

  • Support HOD in maintaining project plans and schedules for strategic corporate and client experience initiatives

  • Organise, attend and participate in stakeholder meetings.  Documenting and following up on important actions and decisions from the meetings

  • Responsible for providing frequent updates to HOD, tracking and communicating project updates to key stakeholders and team members

  • Assisting HOD with the implementing of training, communication and change management plans

  • Working in partnership with Service Operations in New York, CEMEA and Hong Kong to share knowledge, communicate changes and remain up to date on global Service Operations initiatives

  • Build and maintain strong relationships/communications with Bids, Facilities, IT Client Accounting and Auction departments

  • Ensure Client Service Standards and standard operating procedures are maintained, updated, and communicated to team members

  • Maintain departmental KPIs and report trends monthly to HOD

  • Monitor departmental budgets, keeping track of variable costs and identifying areas for potential cost savings

  • Other duties as assigned by Manager

Skills Required:

  • BA/BS or comparable working experience in client service preferred
  • Proven experience in  supervising / leading teams
  • Experience of participating and organising internal projects
  • Demonstrated ability to reflect the image and standards of Christie’s in all situations in accordance with Client Service Standards
  • Detailed knowledge of resources available within the organization to resolve internal and external problems and concerns
  • Ability to work professionally and responsibly with all other areas within the business
  • Demonstrated ability to pay close attention to service levels
  • High degree of organization with ability to multi-task, prioritize, and follow up promptly
  • Confident, positive, dynamic attitude and proven ability to lead by example
  • Excellent verbal and written presentation skills
  • Logical thinker, attention to detail, and excellent personal organisation
  • Excellent general IT skills and knowledge of Christie’s systems
  • Fluency in at least one European language desired

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