Operations Manager

Operations Manager

 Mission/Role Objective

The main roles of the Operations Manager are as follows:

• Operations management to ensure the smooth running of day-to-day operational requirements
• People management, including motivating team members towards a common goal and planning the monitoring and evaluation of team members' performance objectives
• Performance management, i.e. aligning operations KPIs with business objectives
• Management of interfaces, including customers and internal and external entities and partners
• Act as an operational point of contact on the support service for global customer/business owner contacts
• Ensure excellent customer service at all times while interacting with global customers/business owners
• Ensure excellent quality of service according to customer SLAs and KPIs
• Work with team members to provide support and assistance to team members in their daily work
• Report to the Senior Management on weekly basis on Operations, HR, Business pipeline, proposals and recommendations to ensure all objectives are ensured and an alignment with the company vision and policies

Main responsibilities

Operations management

• Implement or use existing KPIs to monitor activity
• Set up and innovate dashboard to monitor KPIs
• Analyze trends and develop relevant action plans to correct or improve poor performance
• Ensure that the processes are followed by performing regular audits and analysis
• Promptly report escalations and negative trends to management – De-escalate the situation quickly
• Contribute positively and constructively towards CSAT
• Propose solutions to avoid errors
• Adopt a mindset of continuous improvement (inspired by LEAN / Six Sigma methodologies)
• Apply respect for SLAs and culture within the team
• Conduct weekly reports and meetings with the team and actively participate in meetings.

People management

• Implement an individual performance management system based on fair and equal indicators
• Plan roster and leave based on business needs and emergencies
• Motivate team members to promote team cohesion and transparency
• Reward and recognize the efforts and good work of team members
• Implement action plans to close the gap between low-performing and high-performing employees
• Develop team members to ensure skill levels match operational requirements and current and future customer requirements.

Performance management

• Implement strategies required to ensure continued high levels of customer satisfaction through regular reviews (case audits) and provide continuous service improvement
• Ensure compliance with company policy procedures and processes
• Ensure all reports are produced in a timely manner and provide new ways to measure employee occupancy and performance
• Implementation of strategies and processes to ensure employee satisfaction
• Conduct employee performance evaluations in accordance with company policy.
• Interface management:
• Establish regular meetings with global process owners and relevant stakeholders
• Manage escalations by keeping all stakeholders informed of ongoing actions
• Actively participate in all cross-functional projects at MSC level
• Participate regularly and actively in all management and process meetings
• Build new relationships with global and local team members when business requirements require it

Knowledge and skills

• Fluency in English and French
• Good technical knowledge and able to learn new technologies and applications
• Dynamic, flexible and available
• Ability to build relationships at peer and management levels with both customers and company leadership
• Excellent manager with the ability to lead a technical/non-technical team
• Excellent customer service skills
• Must have excellent interpersonal and presentation skills
• Exemplary time management, organizational and planning skills
• Ability to work under pressure and cope with multiple tasks
• Ability to take ownership of problems and see things through resolution
• Confidence in various MS Office applications (Word / Excel / PowerPoint / Visio)
• Possess networking fundamentals knowledge
• Has project management skills
• Studies, qualifications and certifications
• Diploma in telecommunications/electronics/communications/computer science and/or equivalent experience
• A degree or management diploma would be an advantage
• Project management experience is required

Experience

• Previous experience supervising/managing a technical team in an external and internal customer service environment
• Good knowledge in Networking
• Managerial skills such as people development, team management, motivating team members, team building are essential
• Project management skills and experience