Operations Manager

Operations Manager – Jonas Club Management

Reporting to the Head of Operations for Jonas International we are seeking a confident, and experienced person to undertake a client facing operational role. The successful candidate will be required to secure and enhance the working relationships with our clients as well as incorporating an element of new / back to base sales and professional services, [product training, configuration & deployment], activity. The individual will guide our clients in terms of their efficient use of Jonas and potentially coordinate any 3rd party integrations. They will also forge a close relationship with the Jonas R&D team for the planning & prioritisation of future product enhancements. The post requires strong multi-tasking, organisational, interpersonal, leadership and extensive product knowledge skills. A self-starter with the ability to work independently showing a high level of motivational and planning skills as well as the ability to forge strong internal and external relationships.

JOB RESPONSIBILITIES:

The Operations Manager will report to the Head of Operations and will be responsible for:

• Delivering company operational goals against financial targets
• Manage and measure operational goals in an efficient and timely manner
• Forecast an operating budget and consistently review to ensure that financial targets are achieved
• Assist to support sales activity, [pre & post], in account acquisition and ongoing account management
• Establish a close and productive working relationship with the development team to ensure that Jonas can provide the best possible solution, support and service levels to all clients
• 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
• Project management and product training for new installations
• Ongoing support and training for current clients
• Significant contribute to new sales and prospect pipeline build as well as back to base orders.

Team

• Engage, motivate and assist colleagues as required during their daily activities
• To provide a consistent and exceptional customer experience to all of our clients
• Steps up to conflicts, reach solutions quickly and can find common ground to settle disputes equitably
• Run monthly meetings with direct reports to swap ideas, exchange best practice 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
• Training and implementation with the team.

Customer

• Ensures that the Jonas reputation and relationship with customers, service providers and partners is healthy, improving and a prime focus internally
• Build, maintain and negotiate with other vendors to deliver financial returns and an improved service to customers
• Establish and maintain strong relationships with key customers
• Be an escalation point for customer complaints before engaging with the colleagues
• Define, develop and deliver an enhanced customer experience with continued focus on client growth and retention.

JOB QUALIFICATIONS:

• Experience of working with Jonas Club Management Software
• Previous experience within customer facing operations, ideally gained within a vertical software solutions market
• A degree or equivalent in a relevant management, business and/or information technology discipline, or comparable work experience
• A good communicator with negotiation and influencing skills
• Ability to develop innovated 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 corporate goals & objectives
• Results driven and self-motivated with a ‘can do’ attitude and determination to ‘close the deal’
• Good team player, yet willing to take personal responsibility for resolution of issues
• Self-motivated, resourceful with the attitude and keen to learn and share knowledge
• Logical and analytical, with a methodical approach to problem-solving
• Quality-focused and customer-focused with ability to prioritise and good attention to detail
• A good level of commercial acumen
• Evidence of the ability to take decisions and execute action plans in a controlled and organised way
• Substantial amount of travel will be required and therefore applicants must possess a full driving licence and be prepared to stay away from home on occasion.
• Good written, verbal, listening and presentation skills
• Persistent and resilient under pressure, with a good sense of humour
• 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:

• Thrive in a results driven background and be comfortable with financial and performance measurement
• Have a basic understanding of or be prepared to learn the measurements and metrics used to drive a successful CSI Group company
• Proven experience as a manager or Senior Manager within a software business
• Understand the need to balance commercial success with customer satisfaction and employee engagement
• 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
• Be energetic, motivated, and enthusiastic with a “can do” attitude
• Have excellent attention to detail
• Work with honesty and integrity
• Have the energy, drive and perseverance to complete all goals and targets.

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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About Us

Bookassist, the Direct Booking Expert, partners with hotels to build their brand online, drive direct business to their branded website and capture bookings with world class booking technology helping them optimise their online distribution and grow their margin per booking.

Bookassist is a solution company sharply focused on optimising hotel’s profit from online sales. Our solution is built around four main highly-effective service areas. Our advantage is the real deep integration of these services so that the whole is greater than the sum of its parts:

• Booking Engine
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  Our highly effective and Google-qualified Digital Marketing team will analyse hotels’ online presence, develop digital strategies to build their brand online, create demand and generate qualified traffic to hotels website, and give detailed reporting on effectiveness.
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We are localised in your country and in your language. Our headquartered is in Dublin and we have additional overseas offices in Madrid, Rome, Vienna and Prague. We work with over 2000 hotels across Europe and are in a strong phase of growth.