Summary
The Sr Manager, Operations provides leadership to managers, supervisors and /or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Documents and administers performance requirements, budget responsibilities, CVAs attainment, attrition management, career pathing for the team process management, among others.
Description
Essential Functions/Core Responsibilities
- Accountable for the overall operations and is the single point of contact for Clients to address improvements / issues / escalations.
- Ensures programs have proficient training, staff development, and effective employee relation/recognition programs.
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Oversee client relationships; facilitate open communications, understand clients’ perspectives/expectations and monitors client satisfaction.
- Analyze and maintain the Performance Standards; implement improvement plans / value adds / process enhancements as needed.
- Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving.
- Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs and make adjustments to meet changing requirements.
Operations:
- Single point of contact for all escalations.
- Conduct business reviews, provide analysis of trends, failure points and actions for improvement.
- Identify potential risks in operations and document plans to mitigate/avoid those risks.
- Ensure all task requests from Clients are completed on time.
- Onboarding processes, interface between Concentrix and Clients.
- Implement and coordinate BCPs.
- Analyze volume trends to ensure operational coverage and staffing is adjusted based on trends.
- Handle customer escalations.
Profile:
- English B2+
- Must be able to converse with clients (good communication skills)
- Experience in operations management (5 years desirable, WFM, managing 3 lines of business), 300 people (managing operations involving large numbers of people).
- Delivery of KPIs, experience in numbers and analysis, seeing trends in numbers, generating effective plans, movement in results, financial issues
- Advanced Excel test Moodle (prior to interview)
- Knowledge of R&R technology
- Implement and coordinate BCPs
- 24/7 operations (different schedules) - Must be available
Internal Career Path Policies
· The game-changers must have the approval of his or her immediate supervisor to apply for the call.
· Required tenure: 6 months.
· Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
· Must not have active disciplinary actions.
· The game-changer may participate in only one process at a time.
· Comply with the learning paths of the Corporate University.
· Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
· If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not pass
· The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
· Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.
