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Operational Manager
3 weeks ago
**Votre rôle**:
Job Purpose: A Senior Operations Manager is responsible for overseeing and managing the day-to-day operations within a Global Customer Support Team. They should have a strong understanding of business operations and be able to develop and implement strategies to improve efficiency, productivity, and profitability. They are responsible for setting operational goals, monitoring performance, and adjusting as needed. A Senior Operations Manager should have excellent leadership and communication skills to effectively manage and motivate a team. They may also be responsible for budgeting, resource allocation, and ensuring compliance with regulations and industry standards.
**Key Tasks and Responsibilities**:
- Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
- Conduct employee performance reviews in accordance with company policy.
- Ensure staff engagement and motivation all the time.
- Development of staff to ensure skills levels match both current and future operational and customer requirements.
- Schedule team training; leave requests, rostering, and overall staffing requirements.
- Responsibility for ensuring adherence to company policy, process & procedures.
- Review of all necessary reporting to ensure the team meets operational, Performance Measurements and customer support targets. Daily review of primary KPI reporting.
- Ensure all faults/inquiries are logged and processed in the most efficient process.
- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
- Work to excel for customer service and to focus on customer satisfaction
- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
- Implementation of strategies and processes to ensure employee satisfaction and motivation
- To provide hands on support of calls and cases if demand exceeds associate resources available.
- Represent the department if required at customer meetings and service reviews.
- Conduct management/staff performance reviews in accordance with company policy.
- Develop interlocks between his/her team and the rest of Service Operations teams
- Develop team targets.
- Contribute to the “Service Operation process & procedure improvements” to increase the team’s productivity and lower the number of incoming escalations within his/her team
- Putting plans to ensure staff motivation and decrease attrition rate.
- Develop interlocks with other Incident Management teams in other MSCs.
- Other administrative tasks as per job requirements.
- Assisting staff in identifying their career path.
- On Call availability during OBH.
**Votre profil**:
**Skill Profile**
¿ Leadership: The ability to lead and motivate a team, set clear goals, and provide guidance and support.
- Strategic thinking: The ability to develop and implement long-term strategies to improve operational efficiency and achieve business objectives.
- Problem-solving: Strong analytical and problem-solving skills to identify and address operational challenges and make data-driven decisions.
- Communication: Excellent communication skills to effectively collaborate with cross-functional teams, present ideas, and provide clear instructions.
- Project management: The ability to plan, organize, and manage multiple projects simultaneously, ensuring they are completed on time and within budget.
- Financial acumen: Understanding of financial principles and the ability to analyze financial data, create budgets, and make informed decisions to optimize operational performance.
- Process improvement: Experience in identifying and implementing process improvements to streamline operations, reduce costs, and enhance productivity.
- Relationship building: The ability to build and maintain strong relationships with internal and external stakeholders, such as suppliers, vendors, and clients.
- Adaptability: Flexibility to adapt to changing business needs and priorities, and the ability to manage ambiguity and uncertainty.
- Knowledge of industry regulations: Familiarity with relevant industry regulations and standards to ensure compliance and mitigate risks.
- Proficiency in verbal and written French is essential for this role.
**Le plus de l'offre**:
**Professional Experience**:
Min of 3-5 years of experience in operations management or a related field, with a proven track record of successfully managing and improving operational processes. Experience in leadership, strategic planning, project management, and process improvement is valuable, Strong communication and relationship-building skills are also important, as is the ability to adapt to changing business needs and priorities.
**_ Note:_**_ Proficiency in verbal and written French is essential for this role_
**Entité**:
Global Delivery
