Operations Manager

We are seeking a highly motivated and results-driven Operations Manager to lead and oversee daily operations within the business. The ideal candidate will ensure service level agreements (SLAs) are met, drive performance metrics, enhance customer satisfaction, and lead teams with a focus on quality, efficiency, and continuous improvement.

Key Responsibilities:

• Operational Oversight: Manage the day-to-day activities of the business to ensure smooth operations and optimal productivity.
• Performance Management: Monitor KPIs, develop strategies to meet/exceed targets.
• Team Leadership: Lead, coach, and develop the team ensuring alignment with company values and goals.
• Client Relationship Management: Serve as the primary point of contact for clients, ensuring expectations are met and concerns are promptly addressed.
• Workforce Management: Collaborate with WFM to forecast staffing needs, manage scheduling, and ensure optimal resource allocation.
• Process Improvement: Identify gaps in operations and implement best practices to enhance efficiency and service delivery.
• Quality Assurance: Maintain high levels of quality through audits, feedback mechanisms, and training initiatives.
• Reporting & Analysis: Generate and present regular reports on team performance, client SLAs, and operational insights.
• Compliance: Ensure adherence to regulatory requirements and company policies, including data protection and security protocols.

Qualifications:

• Proven experience in managing large teams and client relationships.
• Excellent leadership, communication, and interpersonal skills.
• Analytical thinker with a problem-solving mindset.
• Flexibility to work different shifts or extended hours based on business needs.

Key Competencies:

• Strategic Planning & Execution
• Leadership & Team Development
• Data-Driven Decision Making
• Client and Stakeholder Management
• Change Management
• Emotional Intelligence & Resilience