Head of Operations - Client Services

About us 

As a company at the forefront of digital transformation in financial institutions, Fenergo is revolutionizing the way client and regulatory technology is utilized in the industry. With a focus on providing Client Lifecycle Management (CLM) software solutions, Fenergo empowers financial institutions to deliver a faster, compliant, and digital customer experience. 

With over 700 employees across 11 offices worldwide, Fenergo is a truly global company. This presents a unique opportunity for individuals who are ambitious and eager to make a significant impact in the financial services industry. Fenergo's impressive track record is reflected in their numerous accolades, including being recognized as the No. 1 CLM provider in RiskTech100™ and the winner of the Deloitte Best Managed Companies award. Furthermore, Fenergo's CEO, Marc Murphy, emphasizes the company's commitment to innovation and growth, making it an exciting place for talented individuals to contribute their skills and showcase their abilities. 

What does this role entail? 

Reporting directly to the Chief Customer Officer (CCO) you will play a pivotal role in operationalising the strategy and roadmap for the Delivery team. You will be responsible for establishing operational excellence, leveraging data-driven insights and driving innovation across all Customer Success (CS) activities. Additionally, you will represent the Chief Customer Officer (CCO) on cross-company initiatives and working groups, ensuring alignment with organisational objectives and priorities.

Responsibilities

Establish Operational Excellence

• Develop and execute a comprehensive operational support strategy and roadmap for the Delivery team, emphasizing process optimization, technological advancements, and resource allocation.
• Collaborate closely with leadership across the CCO Senior Leadership Team to align operational support strategies with the company’s overarching objectives.
• Drive scalability, efficiency, and customer satisfaction by implementing operational best practices, optimizing sales and customer success processes, and nurturing a culture of innovation within the team.
• Identify inefficiencies in organizational processes and implement solutions to enhance performance.
• Oversee budget development and execution for the CCO org, optimizing resource allocation and financial efficiency.
• Foster extensive collaboration with delivery, support, and success teams to ensure shared outcomes for customers and deliver strong financial results.
• Utilize expertise in optimizing customer success processes to enhance scalability, efficiency, and customer satisfaction.

Analytics and Data Driven Decision Making

• Establish best practices for analytics to drive data-driven decision-making and operational efficiency.
• Utilize large datasets, metrics, and dashboards to identify trends and strategic insights for improving business performance, including supply/demand margins, forecasting, and revenue optimization.
• Implement comprehensive capacity planning models to ensure effective demand management.
• Lead continuous improvement efforts, conducting industry and market analysis to inform data-driven decisions and adapt to market dynamics.

Representation and Optimisation

• Represent the CCO function on company initiatives and working groups such as Risk Committee, Client Council and Sales Kick Off.
• Develop board and client presentations.
• Commitment to delivering exceptional customer experiences and ensuring customer success throughout the customer lifecycle.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree (e.g., MBA) is a plus.
• Proven track record of leadership in operations, ideally within a SaaS or technology company or a Consulting company.
• Strong leadership and management skills with the ability to motivate and inspire cross-functional teams and ensure alignment with broader company goals and objectives.
• Expertise in optimising customer success processes to improve scalability, efficiency, and customer satisfaction.
• Excellent analytical skills with the ability to interpret data and trends to inform strategic decision-making.
• Exceptional communication & collaboration skills with an ability to respectfully challenge and influence at all levels.
• Ability to build consensus and foster change in ambiguous settings
• Drive, tenacity and results oriented.

Our promise to you  

We are striving to become global leaders across all of the categories we operate in and as