Senior Operations Manager

Key Responsibilities

• Collaborate with the Operations Director to define the operational strategy, ensuring the long-term growth and success of the business.
• Oversee the direct management and development of the junior management team.
• Develop the operational talent pool by optimizing existing team skills through effective succession planning, ensuring key roles are filled and individual talent is recognized.
• Continuously identify and implement operational best practices and proactive solutions.
• Support the introduction of new business, ensuring long-term success and maximized revenue generation.
• Contribute to the operational aspects of new bids and services.
• Take accountability for the operational performance of the Client Area(s), exceeding targets for all required metrics and Key Performance Indicators (KPIs).
• Foster a culture where employees view themselves as stakeholders in the business.
• Manage stakeholder relationships and build trust with clients, ensuring a seamless partnership.
• Oversee forecasting, planning, and real-time delivery of manpower to meet client volume and profile requirements.
• Collaborate with the Recruitment and Learning and Development teams to identify specific recruitment and training needs.

Qualification & Requirements

• At least 10-15 years of experience in managing Business Process Outsourcing or in a Captive Shared Services environment.
• Experience in managing multiple customer service channels, including voice, back office, and social media.
• A proven track record of promoting a performance-driven culture with a focus on achieving operational excellence.
• Ability to engage and support your team, ensuring they have the tools and systems necessary for day-to-day tasks.
• Strong mentoring and inspirational leadership skills.
• A customer-focused mindset with the ability to interpret and act on data for reporting purposes.
• Experience in process and change management, helping adapt to evolving business needs and client requirements.
• Strong in creating innovative solutions to improve processes, customer experience, and employee satisfaction.
• Excellent people leadership and stakeholder management skills.
• Kaizen practitioner or Lean Certification is an advantage.

Benefits