Imparta
Client Services Lead – Faculty & Delivery
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About the Company
Imparta is a global leader in performance improvement for Sales, CX, and Leadership. Imparta’s 25 years of research and experience with leading global organisations allows it to deliver:
- The skills to win: Imparta’s modern, research-based methodology equips sellers to make sense of each situation, choose the right response, and deliver results based on 180+ best practice skill modules.
- Embedded at scale: Imparta’s expert designers, consultants, and trainers help you assess, develop, coach, and continuously improve sales capabilities at scale, globally, in local language.
- Powered by agentic AI: i-Coach® AI is an agentic solution that delivers proactive and personalised assessment, learning, coaching, and task support for every user, integrated into your AI infrastructure.
Together, these elements allow organisations to assess, develop, coach, practice, and continuously improve sales capabilities at global scale, while tracking results and adjusting as the team and markets evolve. They can be used to plug gaps in sales enablement, or to build an entire enablement solution.
About the Role
As part of Imparta’s Client Operations Department, you will lead the operationalisation and execution of the Faculty & Delivery function. Reporting to the Client Services Manager, you will provide functional leadership and oversight and play a strategic role in the development and evolution of our standard operating procedures, as well as guiding others in best practice. You will work closely with internal colleagues from within the Faculty Partnership Team to collectively drive operational efficiency and enhance productivity across the wider Client Operations department.
Responsibilities
- Keeping on top of upcoming / projected client work, including anticipated timelines and volumes, and assigning resources aligned to capacity, flagging resource risks as identified.
- Overseeing and allocating Client Service Specialist tasks, primarily through Asana – flagging any resource-related challenges as they arise.
- Proactively monitoring and overseeing email and calendar organization within the Client Services mailbox.
- Managing and optimizing platform license usage and effectively answering faculty queries through regular license review.
- Having a good understanding of virtual delivery platforms and anticipating common virtual delivery scenarios.
- Championing process and system-related improvements, including clear, up-to-date guides, to support scalability and reduce operational ineffectiveness.
- Supporting risk identification, escalation, mitigation, and resolution through effective communication, questioning, and forward planning.
- Executing tactical Client Service Specialist tasks on assigned accounts.
- Supporting the onboarding of new members to the team.
- Acting as an experienced peer to Client Service Specialists, offering situational guidance and occasional hands-on support on client delivery tasks.
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Essential
- Operational execution: Experience and strong track record in supervising and / or executing within event, client service, or delivery functions. Ability to manage workflow allocation and resource planning.
- Systems & tools optimisation: Experience using, managing, and improving databases / CRM / internal platforms and workflow tools (e.g. Asana or equivalents).
- Process improvement & scalability mindset: Ability to identify inefficiencies and drive process/system improvements.
- Stakeholder collaboration & communication: Strong collaboration and client relationship skills and ability to communicate effectively cross-functionally, with both internal and external stakeholders.
- Risk management & problem solving: Strong ability to identify, escalate, and mitigate risks proactively using clear communication.
- Data-driven mindset: Ability to analyse feedback and performance data and use insights to make decisions and suggest improvements.
- Team support & onboarding: Experience supporting the onboarding and development of team members and ability to guide others in best practices.
- Tech & AI curiosity: Comfortable learning new tools and platforms (including internal LMS and virtual delivery platforms) and using AI and other tools to improve workflows, organisation, and reporting.
- Organisation & attention to detail: Highly organised, able to prioritise across multiple workstreams, with strong attention to detail and data accuracy.
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Desirable
- Operational leadership: Experience leading and overseeing operational delivery functions.
- Analytical and forward-thinking: Strong analytical skills and the ability to connect details to the bigger picture in planning and decision-making.
- Faculty / L&D Operations experience: Experience working with external contractors, in particular trainers, presenters, and consultants within the L&D space.
- Knowledge management & information sharing: Ability to take a structured approach to organising and making sense of operational data and insights.
- Strategic contribution: Comfortable in contributing to operational strategy and tactical decision-making.
- Performance management exposure: Experience in identifying high and low performance and contributing to performance discussions.
Compensation
£41,500 per annum depending on experience
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