Operations Manager

To lead and manage operational functions within the team, ensuring compliance, efficiency, and high-quality service delivery to clients while optimizing resources and mitigating risks.

Primary Purpose

To lead and manage operational functions within the team, ensuring compliance, efficiency, and high-quality service delivery to clients while optimizing resources and mitigating risks.
An Operations Manager oversees various critical functions to ensure smooth operations and compliance.

Primary Objectives

• Deliver a proactive and responsive service to your clients ensuring ongoing high satisfaction and continual improvement
• Lead and manage team leaders and supervisors to deliver proactive, high-quality service to all stakeholders, ensuring clear communication and timely updates, especially when issues arise.
• Oversee administration and case processing for all customer groups, including effective queue management to meet service delivery standards.
• Establish a clear vision and goals for the team, ensuring role clarity and alignment with organizational objectives.
• Maintain an effective operating rhythm through regular communication, feedback, and corrective actions to ensure clarity of roles, goals, and behaviors.
• Achieve and exceed SLAs for speed, quality, and ease while driving productivity, utilization, and efficiency to deliver superior results.
• Foster a high-performance culture through robust performance management practices that enable individuals to reach their full potential.
• Promote knowledge sharing and best practices across teams and invest in professional development through training, coaching, and career growth opportunities.
• Drive continuous improvement by listening to the voice of the customer and implementing process enhancements to elevate service quality, risk management, and operational efficiency.
• Ensure compliance with all regulatory standards and governance frameworks.
• Reduce attrition and improve employee engagement and morale, evidenced by retention KPIs and ESAT results.
• Lead change initiatives in processes, technologies, and organizational structures to adapt to evolving business needs.
• Support talent acquisition and workforce planning to meet variable workloads and provide career growth opportunities.
• Partner on financial aspects of operations, including budgeting, forecasting, and cost optimization.
• Leverage technology and digital tools to enhance operational efficiency and service delivery.
• Maintain sustainability and legal compliance across all operational processes.