Sr. Operations Manager

Job Title:

Sr. Operations Manager

Job Description

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.

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.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA, and partner to define action plans that resolve issues and drive continuous improvement.

• 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.

• People:

• Retention wise – Develop retention strategies, share and action feedback from all parties to ensure retention levels.
• Coordinate with clients to ensure processes and Customer handling is executed without delays or misses.
• Work with Operations Managers/ Operations Leads to document training sessions for employees.
• Plan hiring and staffing requirements.
• R&R and EE activities.

Candidate Profile:

• Degree in related field with more than five years of experience (with at least two years of Progressive Management Experience) preferred.
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
• Work well under pressure and follow through on items to completion while maintaining professional demeanor.    
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.    
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrates high sense of urgency, takes ownership during urgent situations, and manages the pressure accordingly.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule and/or as required.
• At least 2 years of tenure in current role.
• No Disciplinary Action (DA) issued in the past 6 months

Career Framework Role:

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).  Is accountable for the performance and results of a team within own discipline or function.  Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.  Adapts departmental plans and priorities to resolve operational challenges.  Decisions are guided by policies, procedures and business plan; receives guidance from Country Manager and/or director level leadership.  Provides technical guidance to employees, colleagues and/or customers.  Has accountability for results in terms of costs, strategies and employees.

Location:

JAM Kingston - University of West Indies, Mona, Kingston 7

Language Requirements:

Time Type:

Full time

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