The Senior Operations Manager (Success Manager Lead or SM Lead) is responsible for the entire Success Management Team or SM Team (Team Leaders Team), and has direct reports include the Senior Success Managers or SSM (Senior Team Leaders) and the Success Manager Trainer or SM Trainer (Team Lead Trainer).
The SM Team’s purpose is to act as the conduit between VAs and clients, to enhance the experience of both parties, guide the relationship between VAs and clients, and ensure that standards, protocols & behavioural expectations are being met. The Senior Operations Manager (SM Lead) serves as a coach and mentor to the SSMs and SM Trainer to drive overall SM performance and KPIs. The Senior Operations Manager (SM Lead) maintains and designs systems and processes to improve efficiency and increase value provided to our VAs and Clients. Ensures that the SM Team are consistently observing and reinforcing VA Platinum’s goals and values.
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