Business Services Operations Manager

Overview

Business Services Operations Manager role at PPL
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Permanent, Full Time. Hybrid working - Three days a week in the office.

About the Team

Licensing hundreds of thousands of organisations, collecting, and then distributing hundreds of millions of pounds of revenues to potentially, hundreds of thousands of performers and recording rights holders, accurately and efficiently, requires significant investment in people, processes, technology, and data.

To address this, PPL has developed a suite of Business Services that enable other CMOs to utilise PPL’s existing capabilities rather than invest in their own. This takes cost out of the industry, enabling more revenue to be paid to more members, quickly and accurately.

The Business Services team currently operates nine services, eight to CMOs around the world, and one to the UK record companies. Further opportunities are currently under development.

Working within a small, dynamic, multi-skilled team, as the Business Services Operations Manager you will be responsible for supporting the delivery of a range of services that help organisations from around the world to make accurate payments to performers and recording rights holders for the use of their music by television and radio broadcasters, and public venues, such as pubs, restaurants, shops, and offices.

As a member of a front-of-house service team, you will be confident working with customers and stakeholders at various levels of seniority, from a diverse range of cultures and backgrounds, who often do not speak English as their first language.

You will ensure risks and issues are anticipated, discussed, and mitigated appropriately. Success in this role will involve delivering a professional high-quality service to our existing customers, while also driving continual improvement. There are plenty of opportunities for improvement and service extension, and as the Operations Manager you will be encouraged to identify and lead on change where opportunities arise.

You will be highly organised and disciplined, take a logical and analytical approach to your work, and have an engaging and professional customer manner and style. You will have a keen interest in the music industry and have at least a basic understanding of how CMOs license music and distribute royalties.

• Support the Head of Business Services and the Senior Manager, Business Services in the delivery of Business Services to CMOs and record companies.
• Lead on analysis of all incoming and outgoing datasets and be comfortable explaining to both senior and junior colleagues, as well as external partners, why data looks right or wrong to agreed service levels. Applying music knowledge and experience to validate findings, identify and question anomalies, and make recommendations
• Provide operational expertise to support the Senior Manager, Business Services with the setup and transition of new customers into the service delivery team.
• Ensure any queries, risks and issues are resolved in a prompt manner, always ensuring information provided is accurate and that key issues are escalated to the appropriate Head and/or Director in order that the service provided consistently meets expectations.
• Support the Senior Manager, Business Services with the identification and delivery of solutions that improve existing processes, systems and reporting to improve quality, efficiency and customer service.

• Be comfortable working with and analysing large messy datasets.
• Carry out logical analysis and presentation of reporting using Data Management tools (SQL) and Data Analytics tools (preferably Tableau)
• Be detail-oriented, with a willingness and ability to explore, understand and troubleshoot analytical solutions and data inconsistencies
• Manage communications with internal and external stakeholders of all levels
• Show a positive and enthusiastic, can-do attitude

PPL value their employees and in return for your hard work you can expect to be rewarded with a wide range of benefits which support their needs and lifestyles:

• Hybrid and flexible working times
• Free Breakfast in the office
• Long service…