Head of Operations & Professional Services

Job Description:

Operations and PS Manager

Tucasi have been providing innovative software to the Education sector for the last 10 years. Our Company was formed to address the problems of the income collection process in schools and we now have over 3000 schools across 145 Local Authorities Nationwide, using our systems. 424,000 parents are also registered to pay online using our secure online payment system.

We have combined knowledge of School Governance with technical expertise and have created an organisation that is entirely focused on helping schools.

We listen to schools to find out what they want from us and we also understand that software products must be backed up by good service. We invest significant resources in creating a team that focuses not only on selling the system but also training schools, supporting them and making time to listen to what they have to say.

Working for Tucasi:

• We are a growing, enthusiastic company that employs talented individuals with interesting backgrounds, this makes for a happy and co-operative working environment
• Many of our employees are long serving which gives you the opportunity to learn extensively from colleagues with considerable experience
• Our product range makes life easier for our customers, so they are enthusiastic and excited to work with us
• We are a close team and we try to share our success with our employees. We have regular social functions and encourage teams to work together
• We expect your commitment but will respect your desire to balance home and work lives.
  
  

POSITION:

If you are looking for a fast paced environment building something that thousands of people use and care about then you’ll fit in with the PS and operations team at Tucasi. Our goal is to deliver great results for our stakeholders.

Reporting to the Managing Director, we are seeking a confident, experienced, client facing Operations and PS Manager who will be responsible for the Professional Services (Training) team and the core operations team, including renewals, contracts, cancellations, internal projects. There will also be close links to the other key departments. The post requires strong multi-tasking, organisational, interpersonal and leadership skills. Strong demonstrable evidence of motivating and planning skills as well as the ability to forge strong relationships with all stakeholders.

Whilst this role contains an element of people management, the successful candidate will be required to contribute to the workload of the team, and step in to support with training where required.

JOB RESPONSIBILITIES:

The Operations and PS Manager will report to the Managing Director and will be responsible for:

• Results driven and responsible for delivering against financial and operational goals
• Conduct resource planning analysis to forecast and schedule appropriate staffing levels to manage the projected activities of the Professional Services team to meet service level objectives and PS targets
• Manage and Measure operational performance in an efficient and timely manner
• Develop an operating budget for the department and monitor to ensure that financial targets are met
• Assist where necessary to support pre sales activity in major account acquisition and account management
• Work with the development team to ensure that latest features, products and projects are rolled out to customers effectively and to timelines
• 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
• Monitor, report and analyse attrition data, whist forming and implementing retention plans to meet company targets
• Maintain and develop organisational culture, values and reputation with all staff, customers, suppliers, and partners.
  
  

Team

• Engage with and motivate the operations and PS team to provide a consistent and exceptional customer experience to all of our clients
• Steps up to conflicts and reach solutions quickly and can find common ground to settle disputes equitably
• Run monthly meetings with direct reports to swap ideas, exchange best practices and plan for future initiatives and improvements
• Conduct annual appraisals for all direct reports
• Identify KPI’s for the various teams and report on their progress
• Produce CPD and MAP’s for all team members to maintain or enhance existing skillsets and to assist them to deliver on their goals
• Build and lead an effective and cohesive team.
  
  

Customer

• Establish and maintain strong relationships with key customers
• Be the point of escalation for customer cancellations and renewal queries before engaging with the Managing Director
• Work with the Managing Director and marketing to define and deliver a renewals strategy, plan and process, to increase the companies retention rate.
  
  

JOB QUALIFICATIONS:

Essential

• Extensive experience within PS/Training Team, ideally gained within a vertical software solutions market
• Thrive in a results driven background and be comfortable with financial and performance measurement
• Strong financial awareness/orientation would be a big benefit coupled with excellent forecast and budgeting skills
• Experience of producing monthly/quarterly reports for management/board
• Have a basic understanding of or be prepared to learn the measurements and metrics used to drive a successful CSI Group company
• Some travel will be required and therefore applicants must possess a full driving licence and be prepared to stay away from home on occasion.
  
  

Desirable

• Experience in customer installed software both on-premise and hosted
• Experience of Project / Programme Management
• Good technical understanding of IT systems, including databases and networks.
  
  

Your Personal Characteristics will include:

• Persistent and resilient under pressure, with a good sense of humour
• Proven experience in negotiation and influencing skills
• Ability to develop innovative ideas and solutions and confidence to “Challenge the Norm”
• Use organisational agility skills to develop working relationships with clients, colleagues and third parties to best deliver against the corporate goal
• Self-motivated with a ‘can do’ attitude and determination to ‘close the deal’ and keen to learn and share knowledge
• Good team player, yet willing to take personal responsibility for resolution of issues
• Logical and analytical, with a methodical approach to problem-solving
• Quality-focused and customer-focused with the ability to prioritise and good attention to detail
• Evidence of the ability to take decisions and execute action plans in a controlled and organised way
• Have proven experience of managing multiple conflicting priorities to meet strategic deadlines in a fast-paced, high-pressure environment
• Have exceptional communication skills delivering clearly and confidently, both in person and in writing, including presentation skills
• Work with honesty and integrity
• A high level of commercial acumen
• Have the energy, drive and perseverance to complete all goals and targets.
  
  

Business Unit:

Scheduled Weekly Hours:

37.5

Number of Openings Available:

0

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.

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