Operations Manager

We are Pixl8 Group; a technology company providing the best digital solutions, for people-based businesses.  

https://pixl8.com

Specialising in the integration of highly personalised tech, our suite of products and services give businesses fully-customisable and off-the-shelf solutions, they control. 

Since 2001 we’ve worked with hundreds of organisations to build integrated websites, CRMs, bespoke software and have now consolidated our expertise into flourishing products such as ReadyMembership (https://www.readymembership.com) and EventFolio, based on our open-source Preside Platform (https://preside.org).

Operating globally, Pixl8 Group Ltd is seeking an Operations Manager to join our team.

As Operations Manager your core accountabilities are as follows:

1. Control of administrative, financial and office management tasks
2. Continuous pursuit for production operations excellence, compliance and efficiencies
3. Ensure our operational contracts and documentation are in the desired formats and up to date

You will be self-motivated, trustworthy and competent in prioritising and working with little supervision.

You will have worked in other service provider organisations and it is highly desirable that you have practical experience of technology products, digital transformation, discovery and implementation processes. You will be familiar with a range of technologies including CMS and CRM or event management software.

You will primarily work remotely, with visits to the company base in London expected as agreed with your Line Manager.

The Role

As Operations Manager you will play a vital role in maintaining the smooth running of our company’s every day production operations and administrative processes. 

You will be responsible for helping the Delivery team meet best practices around good project health. This also involves forecast revenue and raising invoices whilst supporting our operations team with credit control and other accounts enquiries. You will work with the Support team to ensure the highest levels of customer service are maintained, support contracts are renewed and support allowances in credit. Furthermore you will have influence on the smooth running of our company’s offices including management of respective contracts and meeting bookings that support the business.

You will also work with colleagues across our offices within the Operations and Finance team whilst also collaborating with the Customer Success, Delivery and Sales & Marketing teams. 

Meticulousness, proactiveness, commercial mindfulness and attention to detail are vital in this role. Some tasks may be repetitive or manual but are essential to ensure smooth operations, financial accuracy and excellent customer service.

Key responsibilities…

• Contributing to strategic direction from a production operations point of view 
• Leading production processes to ensure reporting is in place and objectives are met according to commercial, quality, time and customer requirements
• Developing operations policies, and evaluating and enforcing policies for products
• Influence the continuous improvement of project and support procedures
• Project budgeting and bookkeeping procedures (liaising with our bookkeepers)
• Assist with driving the input and review of forecast revenue, working with the teams on hitting targets
• Review, edit, approve and send invoices to clients and partners
• Remittance administration and client communication
• Reconcile incoming payments
• Oversee credit control and management of debtors/chase late payments
• Management of support contract renewals and allowance management
• Rebilling of expenses
• Maintain accurate and up to date client records
• Assist with administrative tasks, filing, post, suppliers, personnel records etc

Support responsibilities...

• Support the Head of Operations and Technical Services Director to ensure that the business complies with relevant laws, regulations, and internal policies 
• Support relevant team members with security and compliance activities
• Support activities related to our accreditations
• Assist with client onboarding (eg. client setup on our systems)
• Troubleshoot and resolve issues
• Provide client insights and pass any feedback or escalations to internal teams 
• Support the operations team with the management of contracts and services
• Support the teams with the organisation of folders and documents in our shared drive (understand the requirements and purpose and ensure document flows are maintained)
• Assist with HR related tasks as required
• Support with the maintenance of MIS Knowledge Base
• Coordinate operations activities to secure efficiency and compliance to company policies
• Assist with operational activities from other offices (and ensure consistent processes and standards)
• Identify process improvements for efficiency and scalability
• Event planning (eg. Christmas parties, away days)
• Provide other administrative support to organisation staff as required
• Assist directors to protect their time
• Pitching in wherever we need an extra pair of hands

Requirements

• You must have worked for a service provider in an operational, commercial or project delivery role
• Ideally you will have worked for a technology provider
• Must have experience in an operational, accounts, or office management role (preferably in a Technology/SaaS environment)
• Competency using Xero
• Very good working knowledge of bookkeeping and basic accounting principles
• Experience of running office management procedures 
• Excellent knowledge of MS Office and office management software (ERP, CRM etc)
• Proactive problem solver
• Strong organisational skills
• Proven leadership and coaching skills
• Aptitude for building and maintaining thriving and sustainable relationships
• Outstanding communication and interpersonal abilities
• Fast-learner and willing to assume additional responsibilities as needed 
• Able to multi-task with a strong commitment to accuracy and attention to detail
• Knowledge of associations and member-based organisations (preferred) 
• Experience of working in a digital agency (desirable but not essential)

Do you share our values?

• We stretch our limits
  Continuous improvement is our default mindset. We are curious, persistent and challenge ourselves and our clients to create great results.

• We act with integrity
  We value the trust placed on us by our clients. We work with honesty and integrity at all times. We maintain transparency in our communications and profit is always secondary to what is right.

• We are always accountable
  We confidently empower our teams to own a problem and collectively deliver on our promises.

• We care because it matters
  We listen to understand, with the goal to form durable, long-term and respectful relationships.

• We dare to share
  Our people are a source of strength. We respect the individual, nurture our teams and give back to our wider communities

Benefits

We are always keen to hear from applicants that would be interested in working hybrid, flexible hours or on a part time basis.

• Salary dependent on experience
• 25 days of holiday + recognised public holidays
• Company socials
• Healthcare benefit
• Personal development opportunities
• We are a remote-first company that provides office space as/when needed (in London as well as Kuala Lumpur).
• We believe in a great work-life balance - we do the work and log the time but also understand needing time for family and other responsibilities

ISO

You'll carry out your role in accordance with the requirements of ISO/IEC 27001 as reflected in the Company's policies and procedures and the ISO/IEC 27001 organisational structure charts.