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Namely

SaaS HR platform for mid-market companies

Manager, Client Operations (New York)
New York City, NY, US
Job Description / Skills Required

The Manager, Client Operations is accountable for the efficient execution of operational tasks to support the Professional Services, Client Support & Success and Managed Services teams. As the Manager of Client Operations, you will oversee a team of Operations Specialists who are responsible for the day to day completion of tasks, according to Namely quality and turnaround time standards.

The Operations Specialists will be assigned to complete specific tasks across a variety of client teams. As these tasks are assigned through a case management system, you will be accountable for quick and accurate ticket issue resolution and will report on efficiency and quality.

We are proud to be the HR platform for some of the world’s most innovative companies - so it’s critical that those companies are enabled to utilize Namely’s products to their fullest potential, and have an amazing client experience.

Responsibilities

Develop a case management process and document processes that standardize how cases are created and resolved so that we achieve consistency in how all tasks assigned to the team are handled. No two Operations Specialists should resolve a case differently.
Identify, document and train the team on core processes and workflows with the goal of achieving optimum operational effectiveness. Make recommendations to optimize processes and automate.
Deliver an efficient support model by reporting on and improving our metrics, our processes and identifying tools to streamline the work: SLAs, accuracy, consistency, clarity of communication and strong collaboration are essential to the effectiveness of this team.
Work collaboratively with other leaders and managers in the company to prioritize issues, manage escalations, overcome process and product issues, and any other challenges impacting the client or colleague experience, as well as to identify areas of opportunity for the client operations team to support Client Success
People management responsibilities include hiring, performance management, goal setting, resource management, coaching and developing the Client Operations team
Requirements

Bachelor’s degree or equivalent experience
3+ years of work experience in operational leadership, people management and process improvement
Experience in process identification, definition, mapping and optimization
Strong written and oral communication
Demonstrated ability to resolve issues and maintain relationships. Focused on finding a solution because there is always a way to get it done!
Proven ability to manage and motivate a team in a fast-paced environment where priorities may shift quickly
A blend of big-company business and process management experience, with the ability to translate needs to entrepreneurial/startup organizations
Track record of cultivating teams who provide the highest level of customer service with uncompromising integrity
Critical thinking, complex problem solving skills and independent judgment are a must
Ability to juggle multiple priorities and know when to delegate, and when to take direct ownership
Nice to Have

Experience in SaaS software or technology industry is beneficial
Experience with JIRA and Salesforce is a plus
About Namely

Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.