NQC ltd

NQC is a successful and growing software company specialising in supply chain risk management platforms. We're in the 'Tech for Good' space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry. Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future. About your new role: As part of our growth journey, we are searching for a Head of Service Operations to take charge of the automotive teams here at NQC. The successful candidate will be a natural leader in operational service management, who can liaise with various functions of the business. Working cross-functionally with wider teams, such as our client delivery team, product management, and external clients, you will ensure that our clients and suppliers are receiving the best service possible. Key Responsibilities: As a Head of Service Operations, you will be required to undertake the following responsibilities as part of your day to day activities: Overseeing the day-to-day responsibilities of the automotive branch functions (Supplier Assurance platform) such as Data Administration, Outbound Support, Inbound Support, and Compliance Analysis. Providing effective leadership and guidance over the existing branch leaders to drive effective productivity and streamline processes. Managing incidents with the platform and ensuring tickets are being responded to in a timely manner. Identifying opportunities to streamline existing processes by implementing new automation tools. Coordinating aspects of the service operations, ensuring support teams are providing excellent customer and client experiences. Collaborating with senior stakeholders and wider departments of the business. Meeting with our external clients either via call or (occasionally) in-person, delivering presentations on our service performance and sharing trends/analysis. To be successful in this role, you will ideally meet these requirements: Proven leadership experience, preferably within IT or SaaS sectors. Proven people-management skills, ideally within a multilingual, multinational business. Previous experience ideally within an operational service-management role. An ability to effectively coach and develop individuals professionally across a variety of levels, from mid-level to management. Strong experience with the coordination and tracking of multiple teams. Highly proficient with data and documentation tools, such as Sheets and Excel, with an ability to manipulate, analyse and communicate data effectively. Excellent organisational skills and experience with tracking software, such as Jira. Proactively approaches workflow and understands how to effectively prioritise and manage tasks. Excellent interpersonal and communication skills across a variety of teams, with an ability to understand and participate in technical discussions. Public speaking skills, particularly in client or customer-facing roles that include social sales and presenting to large groups. Multilingual abilities are desirable but not essential. Key Competencies: Is consistently motivated, committed and able to perform duties in all situations. Communicates and receives ideas, views and information to achieve understanding. Champions NQC's values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour. Plans and prioritises activities and resources to maximise performance and minimise errors. Thinks creatively and embraces opportunities for change. Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues. Competitive salary package Hybrid working policy Private pension scheme 25 days holiday (Increasing with service) + bank holidays Health Cash Plan Learning & Development through Udemy 24/7 Access to a Virtual GP Life Assurance (4 x Salary after probation period) Regular company socials & events YuLife: Employment wellness and benefits platform

Client Delivery Manager Location: Manchester / Hybrid working with some travel About NQC NQC is a global leader in supply chain risk management software, providing world class online solutions and data insights to global industry and governments. At NQC, our diverse, multilingual and multi-skilled team reflects the global nature of the clients and industries which we serve. Purpose of Post The Client Management Team is responsible for proactively managing and developing lasting client relationships, engaging and developing new client opportunities as well as supporting the successful delivery of NQC services into our client accounts. As Client Delivery Manager, you will have full responsibility for an agreed portfolio of client accounts and responsibility for the satisfactory delivery of services and projects into those clients. You will be responsible for developing and maintaining strong relationships with key decision makers and influencers within the defined client accounts by providing insights and value that establishes credibility and trust. You will be responsible for ensuring renewal of existing client contracts and for the ongoing growth of revenue within the nominated client account set. The role includes taking a lead to develop the most high profile and successful client relationships. It will require advising the senior management team on the progress of the portfolio of client relationships and monitoring contracted and future revenue streams. Key Responsibilities The Client Delivery Manager will be required to undertake the following responsibilities as part of their day to day activities: Client Relationship Management To manage a portfolio of client accounts to agreed KPI's maintaining a focus on customer satisfaction, service delivery and contract renewal; To ensure regular communication with clients through face to face meetings and other communication means; To own and take a lead on high-profile and complex client relationships within the portfolio of clients. Develop strong relationships with key decision makers and influencers. Define, develop and own the customer contract strategy for client relationships within the portfolio; To assist the Client Director in forecasting revenue planning within the portfolio ensuring account development plans reflect the strategic direction of the customer; To produce weekly, monthly and quarterly status reports for the portfolio of clients to the Client Director to provide updates on progress against agreed client relationship strategies; To oversee all commercial aspects of the agreed portfolio of clients. Client Development To extend the existing portfolio of NQC products and services within the client accounts and increase the potential revenue stream to NQC; To maintain a thorough understanding of the portfolio of client's business sector and use the knowledge to devise and implement relevant engagement strategies to identify opportunities for growth within the client accounts; To manage commercial opportunities within the portfolio of clients and to oversee the development of each client account. Service Delivery To oversee the successful delivery of service into client accounts focussing on achieving the highest levels of customer satisfaction; To effectively interact with internal NQC teams including Product Development & Assurance Team, Project Management and NQC's Service Delivery and Support Centre function; To work closely with the internal NQC teams to assess and evaluate current processes with the support of your team, to feedback and drive ongoing refinement/improvement, focusing on improved service and increased profit margins. To apply of this role, candidates must be able to demonstrate the following; Experience of developing strategic client relationships and accounts; Experience of managing a portfolio of clients; Excellent business acumen and commercial astuteness;