Operations
Manager
Responsibilities to include but not be
limited the following
Manage the overall performance and
governance of the Statements of Work (together with Vendor Account
Management / Business Development)
Manage the day-to-day operations in
accordance with requirements and SLAs set out in this SOW.
Prompt
identification and resolution of Service delivery issues including
implementation of preventative measures.
Transition management
during set up phase or expansion
phases.
Establish the Vendor infrastructure
necessary to perform the Services, including all technology,
financial, human resources, security, facilities and communication
resources.
Install all Service delivery processes and Service Level
reporting
mechanisms
Provide exceptional people management,
mentorship and career development to members of Vendor's team,
including managers and Agents, achieve low attrition levels and
high employee engagement
Drive Operations teams to deliver
continuous improvement and productivity/quality
gains
Flag and escalate business risks timely
to Client
Recommended
Qualifications
Dynamic leader with experience and
passion for managing large and diverse teams across multiple sites
in a fast-paced environment, able to deal with rapid change and
ambiguity
Strategic thinker with strong analytical
and problem-solving
skills 8+ years of experience in operations,
preferably in technology industry
5+ years of people management experience,
including managing leaders, and a strong desire to develop team
members
Empathy for the Client community and
passion to create an exceptional experience and provide outstanding
support
Excited to be part of a global operations
teams, design effective business operations, tackle complex
problems, and develop individual team
members
Adaptable and energized by a fast-paced
environment
Bachelor's degree, or
equivalent