Team Lead Administrator leading a dedicated team to deliver high - quality support at Action for Children. Collaborating with senior managers while ensuring efficient and effective administrative operations.
About the role
- Operational Tooling Administrator at Silverspin managing operational tools, vendor relationships, and system optimizations. Ensuring effective collaboration across Customer Operations and supporting automation initiatives.
Responsibilities
- Own and manage relationships with Operations tool vendors, ensuring effective collaboration and service delivery.
- Help maintain full budget oversight for operational tools, tracking monthly, quarterly, and annual spend to ensure alignment with approved cost forecasts.
- Help manage access request management and offloading of users upon departure.
- Act as the primary point of coordination for internal stakeholders using operational tools, including Customer Support (CS), Customer Due Diligence (CDD), VIP, Compliance, and other business teams.
- Manage and optimize a suite of operational tools, including but not limited to email clients, chatbots, translation platforms, and Help Centre systems.
- Own and maintain the tools’ feature roadmap, prioritizing enhancements based on business value and stakeholder impact.
- Proactively deliver feature improvements and system optimizations where feasible.
- Develop, maintain, and own dashboards and reporting frameworks to monitor performance and operational effectiveness.
- Ensure system configurations are optimized to meet operational targets and performance KPIs.
- Conduct regular analysis of key metrics and KPIs to ensure tools operate efficiently and deliver measurable value.
- Prepare and deliver monthly management presentations outlining service performance, insights, and recommended improvements.
- Provide quarterly updates to line management, presenting current performance status and strategic priorities for the upcoming quarter.
- Collaborate closely with Product teams to drive Customer Operations automation initiatives across multiple workstreams.
- Document processes, workflows, and system configurations within Confluence to ensure operational transparency and knowledge sharing.
Requirements
- Proven experience managing and optimising operational or customer support tooling within a fast-paced operational environment.
- Experience working with cross-functional stakeholders such as Customer Support, Compliance, Product, or Operations teams.
- Demonstrated experience managing vendor relationships and coordinating external service providers.
- Experience analysing operational data, developing reports or dashboards, and using KPIs to drive performance improvements.
- Experience managing system administration activities, including user access management and offboarding processes.
- Experience contributing to or owning tooling enhancements, system implementations, or automation initiatives.
- Experience maintaining process documentation and operational workflows within knowledge management platforms (e.g., Confluence or similar).
Benefits
- Competitive salary and benefits
- Opportunities to learn, grow, and develop
- A creative, collaborative team environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Operational Tooling Administrator ensures effective operational tools across business teams at Silverspin. Focuses on vendor management, budget oversight, and process optimization in a hybrid setup.
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