Head of Operations Remote
Jonas Software
Full Time
Remote
10.56 - 12.04 GBP Today
Job description
Job Description:
Head of Operations
Join the Jonas FinTech (JFT) Family, a group of companies including London & Zurich, Paygate Solutions and Power2SMS. We are well established within the Payments industry having been running for over 20 years and are on an upward curve in terms of growth and ambitions.
Constantly improving
With a visionary leadership team focussed on its core values we want to attract the best, retain and grow our people to fulfil their potential. Expectations are high but so is the reward and recognition, it’s a fast-paced working environment that requires its people to take accountability for their roles and assertiveness towards challenges.
Work for an SME that offers the security of a large corporate
JFT is part of the Jonas Software Operating Group within Constellation Software Inc. The Jonas Group are the leading provider of enterprise full-service software solutions to a number of vertical markets including the following hospitality focused industries: Education, Foodservices, Leisure, Club, and Attractions. Jonas has over 60,000 customers, in over 17 countries worldwide. Jonas’ focus is on creating long term relationships with our customers and ensuring we meet and exceed their software and service needs.
POSITION:
We are looking for a leader to inspire and motivate our Operations teams to deliver effective and efficient ways of working to delight our growing customer base and to deliver against our business objectives.
You will be responsible for the overall direction, management and administration of all aspects of our operational activities to ensure that the strategic and day-to-day objectives of JFT are met. This is a broad role that will involve designing and implementing policies and processes, working with teams to ensuring accurate and predictable outcomes, as well as ensuring high levels of customer service and implementing innovative technology solutions.
Ultimately, you’ll ensure our operations run smoothly and efficiently, that our people are productive, and that our customers receive outstanding levels of service.
JOB RESPONSIBILITIES:
Operations:
- Work as a strategic member of the senior management team, overseeing operational activity within JFT
- Responsible for the Professional Service and Customer Service teams and activities
- Ensuring our customers get the best levels of service through timely resolution of queries, questions and faults. This will include ensuring teams have the skills they need now but also for the future
- Ensuring we have efficient and effective processes to manage all types and scales of project – putting the customer experience at the centre of the journey, whilst also driving for timely and predictable results
- Establishing precise and efficient processes that ensure high levels of accuracy of financial data and outcomes
- Lead on core governance activities such as the ownership of ISO processes, auditing and accreditation.
- Work with the Chief Operating Officer to define and deliver an enhanced customer experience with continued focus on improvement
- Manage and measure operational performance in an efficient and timely manner
- Oversee daily operations ensuring that KPIs, ratios and metrics are met and adjustments made as necessary
- Ensure resourcing is in line with the needs of all stakeholders and plan day-to-day availability in line with operational needs and financial forecasts
- Ensure our reputation and relationship with customers, service providers and partners is healthy, improving and a prime focus internally
- Act as a key liaison with our sponsor banks and payment operators (Pay.UK / Bacs) to ensure our operational Bacs accreditations are maintained
- Design and enhance processes to continually improve quality of work, increase productivity, and drive customer satisfaction
- Work with the development team to ensure that we are able to provide the best possible support and service levels across all products
- Take ownership of driving and delivering key business projects (both internally and externally focused)
- Use Jonas benchmarking data and knowledge of Jonas/CSI best practices to inform the way ahead
- Have a detailed understanding of the measurements and metrics used to drive a successful CSI Group company.
Team:
- Effectively lead the team in a way that fosters the right results, in the right way with the right culture. This will include managing all the relevant elements that ensure we have the right resource with the right skill set and ways of working to deliver against our broad set of KPIs and SLAs
- Work with all teams across JFT to ensure true collaboration and improve our collective ways of working. This is likely to be through the introduction of value stream mapping and driving our inefficiencies / operational pain points
- Proactively implement and monitor relevant reporting to identify and track patterns to identify improvements for JFT and our customers
- Run regular meetings with direct reports to swap ideas, exchange best practice and plan for future initiatives and improvements
- Ensure that regular training of all teams is undertaken to maintain or enhance existing skillsets.
JOB QUALIFICATIONS:
- A highly motivated self-starter with a passion for Operations who enjoys the thrill of working in a challenging and multi-faceted environment
- Experience within customer facing operations, ideally gained within a vertical software solutions market
- Experience of running operational governance that supports the running of organisations or business units
- Someone who is commercially minded, able to make decisions based against a balanced scorecard, ultimately driving value for the organisation and for our customers
- Evidence of the ability to take decisions and execute action plans in a controlled and organised way.
Your personal characteristics will include:
- You like to get things done and can switch between highly strategic and operational work
- Ability to develop innovated ideas and solutions and confidence to “Challenge the Norm”
- Someone who can set a compelling vision and bring people with them
- Someone who is extremely comfortable with ambiguity due to our fast-paced shifting landscape
- Someone who has successfully run operational teams within a software or digital environment
- Someone with an inquisitive and curious mindset who is able to quickly assimilate information to make informed decisions
- Someone with a proven track record of implementing continuous improvement across teams/organisations to drive better customer outcomes, improved efficiency and improved collaborations/ways of working
- Self-motivated, resourceful with a ‘can do’ attitude and keen to learn and share knowledge
- You will be commercially aware and have a successful track record of operational deliver within a software business
- Logical and analytical, with a methodical approach to problem-solving
- You will have strong, demonstrable evidence of motivating and developing a team as well as the ability to forge strong relationships with all stakeholders
- An inspirational people leader and communicator who creates followership, focussed on coaching and performance but can equally eloquently navigate tough conversations (internally and externally) whilst maintaining good relationships.
Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.
Only candidates who are eligible to live and work in the UK need apply.
Business Unit:
Paygate
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
IS THIS YOU?
Jonas Software
www.jonassoftware.com
Unionville, Canada
Barry Symons
$25 to $50 million (USD)
201 to 500 Employees
Subsidiary or Business Segment
Computer Hardware Development
