Management (Manufacturing, Transport & Logistics)
- Manage the overall performance and governance of the Statements of Work
- Manage the day-to-day operations in accordance with requirements and SLAs
- Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
- Establish the 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
- Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
- Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, 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
- Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
- Client interfacing
- Improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
- Perform quality controls and monitor production KPI’s, prepare reports and analyze data
- Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
- Flexible with timings to support operations
Requirements:
- Experience in leading teams in customer support via voice and chat support or a call center environment
- Advanced customer focus and customer service skills
- Exceptional training and coaching skills to motivate employees
- Great verbal and written communication skills
- Have full understanding of creating and implementing scheduling and task distribution
- 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
- 10+ years of experience in operational leadership, managing 100 + FTE
- 5+ years of people management experience, including managing leaders, and a strong desire to develop team members
- Passion to create an exceptional experience and provide outstanding customer 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
- Good in situational leadership, on the feet thinking.
- Analytically sound, ability to look through data and make learned decisions
- Bachelor’s degree, or equivalent.
- Adequate knowledge of organizational effectiveness and operations management
- Familiarity with business and financial principles and practices
- Ability to Prepare and Delivery Business Review Presentation to Client & Internal Management
- Ability to effectively communicate with all levels of the organization
- Proven track record of collaborating with cross-functional groups to produce results
- ISO, Six Sigma, PMO Certification is an added advantage
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
Your application will include the following questions:
How many years' experience do you have as an operations manager?
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