Client Services Operations Manager

General information

Job Title

Client Services Operations Manager

City

London

Country

United Kingdom of Great Britain and Northern Ireland

Division

Client Services

Description

Thought Machine’s mission is bold - to properly and permanently rid the world’s banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology.

We have grown rapidly in the past few years - growing our team to more than 550 individuals across offices in London, New York, Singapore and Sydney. We have raised more than $500m in funding and are now valued at $2.7bn. Our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more.

We have created a culture enabling our team to produce the best work in the industry, ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the most generous employee share package in the industry. Global Finance Magazine named us one of the world’s most innovative fintechs, and the Financial Times recognised us as one of Europe’s fastest-growing companies in 2023.

As a Client Services Operations Manager, you will play a key role in supporting the operational effectiveness of the Client Services teams across APAC, AMER, and EMEA regions.

Based at our headquarters in London, you will collaborate with cross-functional teams across time zones, gaining exposure to a wide and diverse stakeholder group. You will run our standard processes and have the chance to work on high-impact initiatives, streamline processes, and contribute to the continuous improvement of our global operations.

This role is ideal for someone who thrives in a fast-paced environment, is detail-oriented, and wants to build a deep understanding of how service delivery, strategy, and execution come together in a global business setting.

There Are Four Key Parts To The Role

• Become an expert on internal tools including Jira, Workday PSA and Looker Studio - able to do simple config, support upgrade, train people, reporting.
• Own the data quality in our systems and drive continuous improvement in delivery processes and data.
• Support Client Services with reporting and tracking of project activities and commercials.
• Support and drive Client Services culture and communication through all hands, newsletters and events.

Duties

Support Governance & Communication

• Developing and maintaining governance and documentation structures in Client Services, ensuring all information is accurate and up-to-date.
• Assist with communications across the Client Services teams and relevant departments across the organisation, ensuring increased collaboration.
• Coordinate delivery of global department-wide communication forums, including All Hands and newsletters.

Project Coordination & Reporting

• Coordinate meetings, track action items, and follow up with project teams to ensure the timely delivery of tasks.
• Support CDMs, Regional Delivery Directors and other key stakeholders with reporting requirements
• Coordinate monthly company reporting, including client health scores, volumes, and other key client metrics.
• Drive completion of month-end activities, including timesheets and resource forecasting.
• Participate in month-end activities for P&L, including revenue actuals, margins, and revenue forecasting.
• Process Improvement:
• Ensure appropriate cross-functional processes are established, for example, with the Commercial Team for presales effort allocation, usage, tracking and approvals.
• Contribute to the continuous improvement of processes and methodologies.
• Creating and maintaining processes to ensure data quality.

Requirements

Essential

• Experience working with remote teams, preferably within Product and/or technology industries.
• Experience creating and improving processes for standardisation and continuous improvements.
• Experience building and managing relationships with globally distributed teams and internal and external stakeholders at all organisational levels.
• Operate comfortably within a complex global environment.
• Able to understand and effectively prioritise workload while thinking laterally and exploring creative solutions to achieve the best possible outcomes.
• Proficient in using spreadsheets (VLOOKUP, macros, etc), slides and documents
• Excellent oral and written communication skills.
• Collaborative mindset with the ability to work effectively within a team environment.
• Comfortable working in a fast-paced and changing environment.
• Proactive and eager to learn new skills.
• Ability to adapt to shifting priorities and meet tight deadlines.

Desirable

• Previous experience working with Salesforce / Workday / Jira / Looker Studio (or other project management and reporting tools).
• Agile project delivery experience.
• Financial services and/or banking experience.
• Experience working with third-party suppliers.
• Experience with Jira/Confluence and G-Suite.
• Bachelor's degree in Computer Science or a related field.
• Previous internship or work experience in project management or within a fintech or financial services environment is a plus.

Benefits

• Highly competitive salary
• Pension plan
• Life insurance
• Competitive maternity (six months fully paid) and paternity leave (four weeks fully paid)
• Shared parental leave (matched to our maternity leave for the same point in time)
• 25 days holiday and bank holidays
• Flexible working hours
• Cycle-to-work scheme
• Electric car scheme
• Season ticket loan
• Access to outstanding learning materials and courses
• Sports and hobby clubs, subsidised by Thought Machine
• All the latest tech you need
• Start the day properly with fresh fruit and cereals
• Huge range of healthy (and not-so-healthy) snacks, smoothies and drinks
• A talented and experienced team as your colleagues
• An environment where we encourage learning and progress
• Two charity days a year
• Weekly food pop-up