Group Digital Solutions Operations
Position Summary
This role focuses on delivering exceptional B2B client-facing experiences across the Group and HUBFX. Responsible for day-to-day client interactions, account management, and operational execution, you will ensure seamless digital service delivery, resolve client issues promptly, and drive client satisfaction and retention. By collaborating closely with clients, internal teams within the Group and HUBFX, and external partners, you will optimise digital operations and enhance the overall value proposition for our B2B clients.
Core Responsibilities
B2B Client-Facing Operations across Group and HUBFX
Unified Client Onboarding
◦ Oversee the end-to-end onboarding of new B2B clients onto solutions offered by both the Group and HUBFX. Coordinate with diverse internal teams (IT, product, support) from both entities to configure client accounts, provide comprehensive training, and address initial setup challenges specific to combined services.
◦ Customise and manage implementation of solutions that integrate offerings from the Group and HUBFX, ensuring they meet clients’ unique requirements and facilitate smooth adoption.
Daily Operations Support
◦ Serve as the primary point of contact for B2B clients regarding operations inquiries, issues, and requests for Group and HUBFX services. Respond promptly via various channels (email, phone, client portals) and provide clear solutions leveraging the combined capabilities of both entities.
◦ Continuously monitor client usage of solutions from the Group and HUBFX, proactively identifying and resolving operational issues that may impact the client experience. This includes troubleshooting technical problems across systems, optimising performance, and ensuring data consistency between platforms.
Service Level Agreement (SLA) Management
◦ Establish, communicate, and enforce SLAs for digital services provided to B2B clients by the Group and HUBFX. Regularly track SLA compliance, monitor performance metrics, and take corrective actions to meet or exceed client expectations.
◦ Provide clients with detailed, regular updates on SLA performance, highlighting achievements and areas for improvement. Collaborate with clients to adjust SLAs as business needs evolve, aligning with the capabilities and strategies of both entities.
B2B Account Management for Group and HUBFX Clients
Relationship Building and Maintenance
◦ Build and nurture long-term relationships with B2B clients using services from the Group and HUBFX. Act as a trusted advisor, understanding each client’s business goals, pain points, and operational processes across combined offerings. Identify opportunities to enhance solutions by leveraging synergies between the Group and HUBFX.
◦ Conduct regular client meetings and check-ins to review account performance, discuss new business opportunities, and address concerns related to both entities’ services. Proactively engage with clients to anticipate changing requirements and provide relevant recommendations.
Account Growth and Expansion
◦ Identify and pursue opportunities for account growth within existing B2B client relationships spanning Group and HUBFX services. This includes upselling additional services/features, cross-selling complementary solutions from either entity, and expanding services to new business units or locations within client organisations.
◦ Collaborate with sales and marketing teams from the Group and HUBFX to develop targeted account growth strategies. Leverage client insights and data analytics to drive business development efforts that maximise the value of combined services.
Issue Resolution and Escalation
◦ Take ownership of complex client issues and escalations involving both Group and HUBFX services. Coordinate with internal teams and external vendors from both entities to drive timely, effective resolutions. Keep clients informed throughout the process and ensure follow-up actions prevent recurrence.
◦ Analyse client feedback and issue trends across Group and HUBFX services to identify areas for process improvement and operational optimisation. Work with relevant teams to implement changes and enhance service quality.
Cross-Functional Collaboration within Group and HUBFX
Internal Team Coordination
◦ Collaborate closely with internal teams from the Group and HUBFX (IT, product development, customer support, finance). Coordinate resources, share client insights, and align efforts to ensure seamless delivery of digital solutions to B2B clients.
◦ Participate in cross-functional meetings and projects related to digital operations across the Group and HUBFX. Provide client-facing perspectives to drive continuous improvement and service integration.
External Partner Management
◦ Manage relationships with external vendors and technology partners involved in client-facing digital operations for both entities. Monitor partner performance, ensure service quality, and resolve issues or disputes.
◦ Collaborate with external partners to explore opportunities for innovation and service enhancement that benefit clients using combined Group and HUBFX services. Integrate partner solutions into the shared digital ecosystem.
Data-Driven Client Operations for Group and HUBFX
Client Data Management
◦ Ensure the accuracy, integrity, and security of client-related data within digital operations systems used by the Group and HUBFX. Manage data entry, updates, and maintenance, and implement cross-entity data governance policies to protect client information.
◦ Collaborate with data analytics teams from both entities to collect, analyse, and interpret client data related to digital operations. Use insights to drive operational improvements, enhance client experiences, and identify service optimisation opportunities.
Performance Monitoring and Reporting
◦ Define, track, and report key performance indicators (KPIs) for B2B client-facing digital operations across the Group and HUBFX. Generate regular reports for clients and internal stakeholders, highlighting trends, insights, and areas for improvement.
◦ Use data-driven insights to identify opportunities for process optimisation, cost reduction, and service enhancement. Work with relevant teams to implement data-informed decisions that benefit clients and the business.
Qualifications and Skills
Education
◦ Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field. A relevant associate degree with significant work experience may be considered.
Experience
◦ Minimum of 10 years of experience in B2B client-facing roles (account management, customer service, operations management), preferably with exposure to multiple business units or service providers.
◦ Proven track record of managing B2B client relationships, resolving issues, and driving satisfaction/retention in a complex, multi-entity environment.
◦ Experience with digital solutions/platforms in a B2B context, with knowledge of integrating services from different sources.
Technical Skills
◦ Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and customer relationship management (CRM) systems.
◦ Familiarity with B2B digital platforms/tools, and ability to navigate/troubleshoot across systems used by the Group and HUBFX.
◦ Basic understanding of data analytics concepts/tools, and ability to use data to inform decision-making.
Soft Skills
◦ Excellent communication and interpersonal skills, with the ability to build relationships with clients, cross-entity teams, and external partners.
◦ Strong problem-solving and analytical skills, with the ability to address complex issues and make data-driven decisions.
◦ Customer-centric mindset, committed to delivering exceptional experiences in a collaborative, multi-entity environment.
◦ Strong organisational and time-management skills, capable of prioritising tasks, managing multiple accounts, and meeting deadlines across entities.
◦ Adaptability and flexibility to thrive in a fast-paced environment and adjust to changing client needs and new service integrations.
