Operations Manager
We are seeking a highly motivated and results-driven Operations Manager to lead and oversee daily operations within the business.
Key Responsibilities:
* Operational Oversight: Manage the day-to-day activities of the business to ensure smooth operations and optimal productivity.
* Performance Management: Monitor KPIs, develop strategies to meet/exceed targets.
* Team Leadership: Lead, coach, and develop the team ensuring alignment with company values and goals.
* Client Relationship Management: Serve as the primary point of contact for clients, ensuring expectations are met and concerns are promptly addressed.
* Workforce Management: Collaborate with WFM to forecast staffing needs, manage scheduling, and ensure optimal resource allocation.
* Process Improvement: Identify gaps in operations and implement best practices to enhance efficiency and service delivery.
* Quality Assurance: Maintain high levels of quality through audits, feedback mechanisms, and training initiatives.
* Reporting & Analysis: Generate and present regular reports on team performance, client SLAs, and operational insights.
* Compliance: Ensure adherence to regulatory requirements and company policies, including data protection and security protocols.
Qualifications:
* Proven experience in managing large teams and client relationships.
* Excellent leadership, communication, and interpersonal skills.
* Analytical thinker with a problem-solving mindset.
* Flexibility to work different shifts or extended hours based on business needs.
Key Competencies:
* Strategic Planning & Execution
* Leadership & Team Development
* Data-Driven Decision Making
* Client and Stakeholder Management
* Change Management
* Emotional Intelligence & Resilience