Job Title: Operations Specialist
Clearance required: BPSS
Duration: 6 months
Location: Hybrid - Expectations of 30% of time in PNX Telford please - this is Wednesday each week and during the bookings close each month (around last/first days of month end/start circa 3 days in consecutively). Whilst in training this will be increased for f2f training for best start possible. This is essential.
IR35 Status: Capgemini Mandated PAYE only.
Role Description:
As the HMRC Market Unit (MU) moves into the new territory of a multi contract environment, the Sales Operations team is at the forefront of supporting the MU in this competitive landscape. The ability to understand and trust the quality of our future demand is key to ensuring our sales teams can focus on securing maximum workshare and provide a reliable forecast for our finance processes and delivery teams. The pipeline (THOR) is used for internal and group reporting to understand our business by contract and by the clients areas, which reinforces the need for effective governance and control to provide the correct information to support business decisions and processes.
In response to this, the Sales Operations Specialist role has developed into a stronger business partnering role helping influence decision making, align to our sales processes and understand the business context rather than just pipeline maintenance. With the arrival of new contracts, the complexity of the sales processes has increased, and the skill set requirement has increased to support them. Client Account Management supports a strategy of supporting our teams to develop and promote from within. The Sales Operations specialists understand how our business works and rely on strong business partnering skills to translate the business context to the sales pipeline and key data to report the bookings to group and beyond as accurately as possible.
Key Functions of a Sales Operations Specialist:
1. Maintain and govern the HMRC MU pipeline using the Client THoR CRM system, showcasing exceptional organizational skills and attention to detail.
2. Drive productivity and improve processes to ensure accurate and high-quality business development cost and bookings reporting.
3. Provide an accurate and timely view of client demand to the Delivery Unit, Finance and Contract Delivery Areas (CDAs)/Client Focused Areas (CFAs).
4. Offer analytical expertise for detailed analysis on an ad-hoc and regular (month-end) basis, covering various aspects of sales data.
5. Lead the sales governance process for your assigned CDA, supporting and guiding RMs to ensure opportunities are reported correctly against the appropriate contract and CFA.
6. Exhibit excellent communication skills and the ability to work in a dynamic, fast-paced, and engaging environment.
7. Develop strong relationships within CAM and the wider market unit.
8. Ensure regular CAM reporting is produced to a high standard and issued promptly, including but not limited to Revenue Report, Delivery Variance Report, Outstanding Proposed Opportunities Report, Total Sold Opportunities Report, and Sales Statement. Continuously seek ways to improve reporting.
9. As a member of Sales Operations, continuously push yourself, drive positive change, step up, and demonstrate what's next. Work with passion, maintain a 'can-do' attitude, and have a hunger to learn and grow.
Key Deliverables:
1. Conduct meticulous reviews and maintain the pipeline, ensuring top-tier data quality.
2. Actively participate in Fortnightly Pipeline Reviews (FPRs), managing risks and actions related to your assigned CDA, and presenting these at the FPR.
3. Confidently run internal meetings with stakeholders at all levels, demonstrating strong communication skills and assertiveness to drive solid governance and process adherence.
4. Utilize excellent data analysis skills in Excel to manipulate data, highlight trends, and understand variances.
5. Maintain a high level of organization, handling multiple tasks with the flexibility to accommodate ad-hoc requests at short notice and within tight timelines.
6. Exhibit exceptional team collaboration skills, with the ability to influence, align, and work effectively within the Sales Operations team and with wider stakeholder teams.
7. Serve as the go-to person within your assigned CDA for sales reporting and governance best practices.
8. Demonstrate proficiency in Client (THoR), with the ability to use and understand reports and dashboards, and to create, edit, and maintain Sales Leads, Opportunities, and Offers.
9. Support preparation activities for Internal, Group, and External Audits.
10. Ensure adherence to group processes, including Blue Book and TransForm.
Key Responsibilities:
1. Support the provision of data and analysis to Sales Operations Lead, ensuring the smooth and efficient running of the CAM team.
2. Produce CRM data, manage forecasting and pipeline, analyse and produce ad-hoc reports, and conduct Client spend analysis.
3. Assist in the design and implementation of standard team processes and templates, leveraging wider UK processes and best practices.
4. Enhance the Pipeline process, including CRM development and reporting of THOR data.
5. Understand the operational processes related to your role and be aware of the processes across the CAM team.
6. Where possible, support the creation of industrialized Real Time management reporting (eg, Power BI).
7. Support the running of the sales 'Front Door' and the implementation of this new process. Collaborate closely with the Demand Management Contract Demand Leads for the assigned CDA.
8. Attend and support meetings and processes for opportunities within the Sales cycle, such as Pipeline Reviews, FPRs, and Sign On.
9. Take responsibility for maintaining all key documentation, guidance, sales artifacts, templates, and process flows, ensuring they are up to date.
10. Ensure all sales data and reporting are accurate and quality remains at a high standard.
11. Build and maintain key stakeholder relationships.
12. To ensure that your training plan is kept up to date so that any skill set gaps can be managed.
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