Operations Manager

Essential duties

• Promote development of direct reports through continuous training.
• Ensure work is allocated and executed in line with organizational policies and business requirements.
• Manage and review operational reports, including attendance adherence, performance feedback programs (PFP), client scorecards, and metrics management reports, to ensure accuracy and effectiveness.
• Drive process improvement initiatives by identifying risks and integrating automation solutions.
• Promote kaizen initiatives within the business and the organization.
• Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
• Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
• Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.

• Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and Discipline Management.
• Conduct regular one-on-one meetings with direct reports to assess individual and team performance and provide ongoing developmental coaching.
• Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
• Attend and contribute to business reviews with clients, providing valuable insights and feedback.
• Create a positive work environment through employee engagement and resolve any employee relations issues in a prompt and professional manner.

Qualifications/Experience

• Minimum of 7 years of proven success in an operations management role in a BPO-setting.
• Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.
• Strong capability in analyzing and improving work processes, establishing actionable plans to achieve specific goals.
• Ability to work well under pressure, maintaining a professional demeanor while following through on tasks to completion.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.

• Strong analytical and strategic-thinking abilities.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
• Willingness to work on a flexible schedule.