Service Transformation Director, Client Operations
Lloyds Banking Group
Job Level
Lead
About the role
- Establish, manage and continuously develop the local Synthesio/Social research team covering data, systems, research methodology and client development
- Assist top management with OP and budget setup, strategy and planning for research referral services and back-end technology investment
- Lead research and client service teams to meet annual targets and ensure high client satisfaction and cross-selling
- Coordinate with technology teams to guide analytical system development and data source integration
- Lead delivery of research & consulting services on social media across industries and design service products and solutions
- Conduct client-facing activities: report presentations, recommendations for social listening & insights, industry training and strategic brainstorming
- Drive continuous innovation in social research offerings and maintain competitive advantage
- Build talent pipelines, implement training programs and ensure efficient cross-team cooperation
- Manage multiple projects ensuring timelines, budgets, profitability and high-quality outputs
- Produce proposals, questionnaires and analyses, and liaise with Operations to ensure delivery
Requirements
- Establish, Manage and continuously develop local Social research team, including data and system, research methodology and client development
- Assistant top management team set up the OP and budget, design and plan research referral service developing strategy, realize industry strategic plan and client development, back-end technology investment and planning
- Lead the research/client service teams to achieve yearly targets and ensure clients’ high satisfaction levels from high-quality service and drive cross-selling opportunities continuously
- Guide the technology team’s work to form a smooth and effective communication between research and technology teams on analytical system development, data source development and other relevant tasks
- Lead research team participate in research & consulting services regarding to social media to clients from different industries, design and improve service products and solutions, develop talents from different levels, realize high quality and efficient cross-team cooperation
- Lead research team to conduct different client communication, including report presentation, the recommendation of social listening & insight services, industry knowledge training as well as brainstorming, communicate with clients about the innovation of marketing strategy based on research findings
- Able to design, development and implement continuous innovations on social research sector and keep competitive advantage within this industry
- Develop talent pools and a balanced team structure top down, conduct regular training and sharing across teams
- Handle a number of different projects at once, ensuring time, budget and profitability requirements are met
- Produce outputs and research that are of high quality and consistent with agreed outputs
- Produce proposals that meet and where possible exceed the brief requirements
- Ensure all questionnaire facilitate strong data collection capability
- Provide accurate analysis and interpretation of data
- Liaise professional and effectively with the Operation departments to ensure we deliver what we say we will
- Competencies: Self-Management; Communication; Working Together; Client Focus; Knowledge & Expertise; Flexibility
