Once For All
Customer Operational Delivery Manager
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About Once For All
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology supports our customers in managing their supply chain governance, risk management, and compliance. We cater to both the public and private sectors, serving over 250,000 customers across the UK across 20 different sectors, including:
- Construction
- Transport
- Retail
- Hospitality
- Education
- Facility and property management
- Manufacturing
- Local and central government
About the Role
This office-based role requires managing and motivating Customer Operational Delivery Teams to deliver outstanding customer service and achieve overall business objectives. The Operations Director will ensure our customers feel we are a supportive partner, maximising their use of our services with low-effort solutions. This position also involves maximising supplier retention through excellent Customer Service while supporting the Commercial Organisation.
Key responsibilities include:
- Overseeing effective people management to maintain team morale, timely customer management, and consistent achievement of operational metrics, KPIs, and SLAs, while serving as the second point of contact for escalations.
- Balancing resource levels to meet SLAs and implementing strategic change for operational excellence.
- Using data-driven performance management to critique outputs and implement improvements.
- Coaching individuals through regular 1:1s, identifying training needs, and ensuring performance targets are met.
- Handling the recruitment, induction, and training of new Customer Operational Delivery Team members.
- Acting as the Subject Matter Expert (SME) on operational matters, aiding in projects and continuous improvement initiatives.
- Fostering full integration into the product management process to ensure Internal and External schemes, services, and features are user-friendly at launch and beyond.
- Managing transformation plans that promote efficiencies through automation, AI, and streamlined processes, guiding teams through changes in a structured and people-centric manner.
- Promoting a high-performance, motivated, and engaged culture through effective leadership.
- Collaborating with the Customer Operations Senior Management Team to review processes, utilise analytical tools, and enhance supplier feedback-driven improvements through training and enforcement.
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Responsibilities
- Accountable for effective people management to ensure team morale, customer management, and KPI/SLA compliance, while serving as a second point of contact for escalations.
- Responsible for balancing resources to meet SLAs, and driving strategic change for operational excellence.
- Oversee data-driven team performance, critiquing outputs and implementing corrective actions.
- Lead individual performance coaching through 1:1s, training needs identification, and performance management.
- Facilitate recruitment, induction, and training for new Customer Operational Delivery Team staff.
- Serve as an SME in Operations, supporting projects, process improvement, and continuous initiatives.
- Ensure seamless integration into product management to align internal/external schemes and features with user needs at launch.
- Develop transformation plans leveraging automation, streamlining, and AI to improve efficiencies and guide teams through structured change.
- Promote a high-performance culture through motivational and engaged leadership.
- Contribute to process reviews, analytics-driven decision-making, and improvements based on supplier feedback.
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Requirements
- Over 5 years’ experience in a Customer Service, Customer Support, or Operations Management role.
- Proven ability to deliver challenging objectives and use data/insights to identify improvements.
- Experience leading transformation plans that incorporate automation and streamline processes, while guiding teams through change in a people-centric manner.
- Successful track record in managing team leaders and building stakeholder engagement across various departments.
- Experience coaching team leaders, fostering a cascading coaching culture throughout their teams.
- Familiarity with SaaS products in a support or operational capacity.
- Analytical mindset with KPI management skills to enhance productivity, quality, and service.
- Strong communication, verbal, and written skills, with the ability to liaise, influence, and negotiate at all levels.
- Self-motivated, highly organised, and can-do attitude.
- Demonstrated problem-solving ability and effective time management.
Benefits Offered
In addition to a career in a fast-paced, expanding business, standard benefits include:
- Wellness fund or Private Medical Insurance (role-dependent)
- Pension
- Life Assurance (x 3)
- 25 days of holiday plus 8 bank holidays
- Continuous Professional Development (CPD)
- Holiday Purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free tea, coffee, and fruit (Basingstoke office)
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