Art. World. Jobs.
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
Art. World. Jobs.