Manager, Workplace Solutions Global Operations
About The Position
This role is responsible for leading the day-to-day execution of global operations, ensuring consistent, high-quality service delivery across onshore and offshore teams. The Manager will support adherence to SLAs, quality standards, and regulatory/control requirements, while providing direction, coaching, and support to team members. The position involves overseeing performance and delivery to achieve departmental goals and KPIs, fostering strong collaboration between onshore and offshore partners, and inspiring a high-performance culture focused on accountability, engagement, and continuous development. Additionally, the role requires evaluating operational processes using data and performance metrics to identify gaps and inefficiencies, supporting continuous improvement initiatives, implementing best practices, and driving root cause analysis for operational issues. A client-centric approach is essential, incorporating client feedback into process improvements and partnering with internal stakeholders to drive alignment. The Manager will also ensure a strong control environment and compliance with internal policies and regulatory requirements, partnering with risk and audit teams, and proactively monitoring and mitigating operational risks.
Requirements
- 5+ years of experience in operations, with a portion in leadership roles
- Proven experience managing global teams, including offshore delivery models
- Strong track record of driving operational excellence
- Demonstrated ability to use data and analytics to inform decisions and improve performance
Responsibilities
- Lead day-to-day execution of global operations, ensuring consistent, high-quality service delivery across onshore and offshore teams
- Support adherence to SLAs, quality standards, and regulatory/control requirements
- Provide direction, coaching, and support to team members
- Oversee performance and delivery to achieve departmental goals and KPIs
- Foster strong collaboration between onshore and offshore partners to ensure seamless delivery
- Inspire a high-performance culture focused on accountability, engagement, and continuous development
- Partner with offshore colleagues to support delivery of priorities, standards, and outcomes
- Evaluate operational processes using data and performance metrics to identify gaps and inefficiencies
- Support continuous improvement initiatives (e.g., AI adoption, process optimization, automation, standardization)
- Implement best practices and scalable solutions to improve efficiency, accuracy, and turnaround times
- Drive root cause analysis and corrective actions for operational issues
- Leverage data analytics to monitor performance, identify trends, and generate actionable insights
- Champion a client-centric approach to operations, ensuring delivery aligns with plan sponsor and participant expectations and needs
- Incorporate client feedback into process improvements and service enhancements
- Partner with internal stakeholders (product teams, risk, etc.) to drive alignment and improvements
- Address escalations and ensure timely resolution of client-impacting issues
- Ensure strong control environment and compliance with internal policies and regulatory requirements
- Partner with risk and audit teams to maintain operational integrity and address findings
- Monitor and mitigate operational risks proactively
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
