German Operations Manager

4 weeks ago


مصر, Egypt Foundever Full time

**Required Language**
German, English

**Employment Type**
Full time

**Contract Type**
Permanent

**Description**

**Job Title**:Operations Manager

**Reporting To**: Senior Operations Manager

**1. PURPOSE OF THE JOB**

As an Operations Manager, you will be responsible for delivering customer service capabilities to clients by driving the unit to an excellent level for clients' customers. You'll be working closely on raising the quality level of handling customer inquiries/problems to systematically measure and address their root causes to improve customer experience.

**2. Qualifications**
- 3+ years of experience in a similar role
- Fluency in the German Language (C1)
- English proficiency of not less than B2
- Proficiency with Microsoft Office
- Strong organizational and communication skills
- Strong ability to multitask
- Comfort working with multiple groups within the business

**3. KEY RESPONSIBILITIES**

**Operations Management**
- Establish and maintain business standards for accuracy, productivity, and reliability
- Manage the daily functions of the business
- Prepare annual performance review and reevaluate processes
- Meet contract service key performance measures
- Ensure regulatory, compliance and legal rules are followed
- Manage budget to align with the goals of the business
- Manage the relationship with WFM for optimum utilization of resources
- Meet daily, weekly & monthly reporting obligations, provide a thorough analysis of operational trends and corrective actions

**People Management**
- A role model for the team
- Set key performance indicators for the team
- Monitor performance, and implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
- Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role
- Set and supervise development plans for teams & individuals
- Improve team productivity period over period
- Set team & individual targets
- Manage team attrition to acceptable levels
- Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources
- Maintain team technical proficiency and productivity, and provide technical training where required
- Set SMART goals and targets for the planning teams and ensure their alignment and integrity with the strategic directions of the departments
- Identify required resources and skill sets/competencies required to carry out successfully unit plans
- Balance and monitor the workload distribution to match the business needs and team capabilities
- Promote cross-training and knowledge share between the team members and prepare professional development action plan for team members
- Provide formal and informal performance feedback on an ongoing basis
- Customer Management & Support
- Maintain and enhance the company's standards of customer service
- Use all available measures to push continuous improvement to high customer satisfaction level
- Map operations processes to customer satisfaction indicators
- Ensure operations are compliant with regulatory requirements, check periodically for updates

**SECURITY COMPLIANCE**

Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.

**ETHICS COMPLIANCE**

Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.



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