head of client OperationsSprout Solutions

MAIN AREA OF RESPONSIBILITY:
We are looking for a passionate, hard-working and highly skilled Head of Client Operations to join our fast-growing organization. This person ensures efficiency through data-driven operational procedures in the areas of information flow and management, business processes, and enhanced management reporting.
TASKS:
GENERAL:
Manage leads and analysts based on internal and clients' needs;
Review policies and business processes of Growth and Customer Success departments within Sprout;
Recommend and update policies and procedures to improve performance, enhance workflow and increase cross-departmental engagements;
Convey team needs and goals, and report for any issues to the Vice President of Operations and the CFO;
Resolve escalated issues and coordinate with other departments when necessary;
Participate in complete client lifecycle --Growth to Customer Success and provide reports accordingly;
Provide strategic and critical insights relating to Sprout's Growth and Customer Success departments;
Make the Client Operations Department the single source of truth for all Sprout's client information (provide reports as necessary);
Ensure that all customer journey related departments are integrated into one common platform;
Recommend tools and processes for improvement of the organization;
Work closely with all departments to ensure that their work processes align with stakeholders;
Become the owner for the data collection and data accuracy in compliance with the Data Privacy Act;
Create reports, research, and insights using combined data from the Data Science Team;
Measure Compliance of different departments in relation to Data Privacy and ISO 27001;
Ensure Business Continuity through the availability of client data at all times;
Ensure checks and balances by auditing the work of the designated Internal Auditor; and
Identify training needs for employee development
INTERNAL:
Collaborate with all Growth and Customer Success departments within Sprout to determine potential issues and propose recommendations based on verifiable data;
Establish guidelines to monitor compliance to Data Privacy and ISO 27001 of the different departments within Sprout. This report will be submitted to the VP Operations and HR for their action; and
Document and monitor client accounts in a central repository (specifically HubSpot) and ensure the integrity of the accounts through proper customer relationship management.
REPORTS:
Provide a high-level SAAS report on our business once a month;
Influence decisions based on post-implementation operations and long-term client success through data-driven reports;
Be the point person in charge of data audit and clean-ups;
Perform other duties as assigned by the CFO and the Vice President of Operations.
QUALIFICATIONS | COMPETENCIES:
Bachelor's Degree in Statistics or Actuarial Science or any equivalent
At least 1-2 years of experience in a client service role required
Excellent communication skills, both written and verbal
Intermediate level experience with Microsoft Office and HubSpot
Must have high-level research skills
Must be able to work and adapt in a fast-paced working environment
Must be willing to work in McKinley West, Taguig City
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Jazz

Taguig City, Metro Manila
Permanent
Full-time