Operations Manager

Job Description:

Performance Management

• Create/Formulate Key Performance Indicators from the Key Results Area which will be used by the team to measure performance.
• Monitors daily tasks based on Key Performance Indicators
• Ensure all deliverables are sent within the agreed timeline and within SLA.
• Keep team members updated regarding Policies, Procedures, and Work Instructions change.
• Leads in the identification of process gaps and opportunities for improvement along with encouraging team members to execute innovative solutions
• Manages Team Lead's performance and evaluation
• Provides assistance to team lead for any need for Process Improvement Plans to be initiated for non-performers.

People Management

• Conduct basic technical training as needed.
• Supports IO Employees in achieving set Development Plans
• Helps in conducting performance appraisals on team members.
• Motivate, coach, and guide the Team Leads by providing creative ideas and ways how to carry out the respective tasks on a regular basis.
• Monitor the behavior of the team members and apply corrective action for any non-conformance against company policies and procedures.
• Monitors Team Attendance Adherence on a regular basis. Regulate Leaves and Absences to provide full coverage. Apply corrective action for any noncompliance regarding the company's Attendance and Tardiness Policy
• Manage Attrition of the group.
• Nurture team members by providing avenues for career/personal growth.
• Conduct skip levels regularly.
• Ensures payroll and all administrative functions required by Infinit-O for client members are timely processed and organized

Client Management

• Aim and strive to get a Promoter Score in CSS/NPS Surveys
• Manage second-level escalation issues.
• Address, resolve and deescalate any concerns raised by the client in a timely manner.
• Communicate closely with the client and proactively seek growth or other opportunities that the team/company can provide.
• Coordinates with the client in finding gaps and participates in finding solutions to the issues
• Proactively Communicate with Internal and External Clients to make sure that both parties are always updated in a timely manner.
• Provide and Submit Periodic Reports Essential and Necessary for Project Status and Presentation

Quality & Information Security Management

• Adhere to and implement Infinit-O's quality and information security policies and carry out its processes and procedures accordingly.
• Protect client-supplied and generated client information from unauthorized access, disclosure, modification, destruction, or interference (see also Table of Offenses).
• Carry out tasks as assigned and are aligned with particular processes or activities related to information security.
• Report any potential or committed non-conformity, observation, and/or security event or risks to immediate superior.

Requirements

• Bachelor's degree in Accounting or Business-related course (excluding Marketing and Advertising Management)
• Atleast 5 years of experience in investment management
• 3-5 years of leadership and managerial experience
• CPA and/or Master's degree are strong pluses
• Possess excellent people and performance leadership skills
• Strong English in written and oral communication and comprehension skills
• Ability to work independently to conform to tight deadlines
• Must be analytical and driven to achieve objectives
• Organized and well-motivated to train and lead a team