Operations Team Manager (Shared Services)

Key Responsibilities

Team Management & Coaching:

• Lead and mentor a diverse team, providing clear direction, regular feedback, and performance support to meet organizational and individual objectives.

Service Delivery Oversight:

• Ensure day-to-day operations run smoothly and consistently meet internal service targets, timelines, and quality standards across supported functions.

Workforce Planning & Optimization:

• Oversee staffing schedules and resource distribution to maintain balanced workloads and optimal productivity, especially during peak or project-driven demand.

Process and Performance Improvement:

• Identify inefficiencies and implement targeted improvements to streamline operations, reduce costs, and elevate the service experience.

Data & Reporting:

• Monitor key performance metrics, interpret data trends, and generate actionable reports to drive decisions and enhance accountability.

Stakeholder Collaboration:

• Maintain strong working relationships with internal business units and leadership teams at both local and regional levels to ensure alignment on goals, updates, and shared responsibilities.

Change Enablement:

• Support the rollout of new systems, tools, and policies by facilitating communication, guiding team adaptation, and ensuring a smooth transition.

Talent Development & Engagement:

• Participate in recruitment, onboarding, and training initiatives, and foster a collaborative environment that encourages continuous learning and team engagement.

Qualification & Requirements

• Minimum 6 years of proven experience in managing operations within a shared services or support center environment
• With Workforce Planning experience
• Strong analytical skills, with the ability to interpret performance data and recommend operational improvements
• Skilled in people leadership, conflict resolution, and team motivation
• Excellent communication and coordination abilities, particularly across diverse functions and teams
• Comfortable with change management and leading teams through process or system shifts
• Proficiency in business tools such as Excel, PowerPoint, and operational systems (e.g., CRM, ERP)
• Bachelor’s degree in Business, Operations, Management, or a related field

Benefits

No information available.