Sales Operations Manager

Improving Business Operations

• Evaluate and optimise existing processes across the customer lifecycle with a focus on scalability, efficiency, and consistency of service and customer experience.
• Identify and implement automation and AI-driven solutions to streamline tasks, reduce manual effort, and enhance service delivery.
• Continuously monitor performance metrics (e.g., SLAs, lead conversion, connect and abandon rates, active accounts, total opportunities) to quickly identify areas to focus, and lead rapid cross-functional initiatives to improve performance.
• Support change management efforts to ensure operational continuity and stakeholder alignment.
• Document and standardise operational workflows, policies, and procedures; support the enablement of customer-facing teams through clear guidance and effective training content.

Championing Our Customers

• Collaborate closely with Sales, Marketing, Product, and Compliance to ensure a seamless customer experience across all channels.
• Proactively surface operational challenges and customer pain points, translating them into actionable insights.
• Analyse our existing customer backbook to identify high-impact segments and opportunities for tactical re-engagement, and lead targeted outreach initiatives.
• Support growth of our Partnerships channel alongside BDMs, Relationship Managers, and the Partner Marketing Manager.

Leading and Managing Others

• Lead and inspire a number of high-performing operations teams, fostering a culture of performance, accountability, collaboration, learning, and continuous improvement.
• Oversee day-to-day team management of teams, including capacity planning, hiring, KPI setting, daily reporting, structured operating rhythms, etc. to ensure all teams are resourced appropriately and perform effectively to meet business goals.
• Coach and upskill team members on best practices in operational excellence, customer-centric thinking, and data-informed decision-making.
• Act as a trusted partner to senior leadership, contributing to strategic planning, and driving operational initiatives that support growth and scalability.