Key Objectives
The role of the Operations Manager involves overseeing daily operations, ensuring timely and meaningful reporting to senior leadership, and implementing strategies to drive account profitability.
* Timely reporting: Provide regular updates to senior management on key performance indicators, progress, and areas for improvement.
* Profitability initiatives: Plan and execute strategic plans to ensure accounts meet or exceed financial targets.
* Client interactions: Manage client relationships, handle escalations, and coordinate with internal stakeholders as needed.
* Reviews and audits: Conduct regular reviews with team members and other departments to assess service level adherence and identify areas for improvement.
* Productivity monitoring: Track daily productivity against defined standards, identifying opportunities for growth and process enhancements.
* Audit checks: Perform regular compliance checks on client-defined requirements, ensuring seamless delivery of services.
* Talent development: Coach and mentor Team Leads and Account Managers in day-to-day operations, people management, and professional growth.
* Continuous learning: Develop and implement training programs to foster a culture of continuous learning within the team.
**Essential Skills and Qualifications**:
* In-depth knowledge of business operations, service delivery models, and industry trends.
* Proficiency in process mapping tools, data analysis (Excel, Power BI), and performance metrics.
* Strong communication and stakeholder management skills, with the ability to build rapport with diverse groups.
* Proven ability to manage multiple projects simultaneously, prioritizing tasks and meeting deadlines.