Operational Excellence Manager

TTEC•Houston, TX

10h•Onsite

About The Position

The Operational Excellence Manager is a strategic leader who will be responsible and accountable to ensure a strong positive partner relationship between Automotive Company and Percepta in support of the business. This position will serve as a mentor by fostering a progressive learning environment, taking initiative to improve processes, thereby enabling the department to meet its goals. This key player will ensure all Key Performance Indicators are met, sustained and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily. Operational Excellence Manager is also responsible for the ongoing client relationships, contact, documentation, acting as the primary contact for client. Maintains high client satisfaction, ensuring company compliance with Service Level Agreement (SLA) terms and conditions. The Operational Excellence Manager assists with the definition, design, development, and delivery of client programs. They will work with and act as a liaison between leadership, sales, clients, and technology teams to deliver client programs on time, on budget, and according to client specifications.

Requirements

Bachelor’s degree or equivalent work-related experience
Minimum of 10 years in a customer service environment, preferably in a contact center operations environment.
Proven leadership with a minimum of 5 years’ leadership experience, managing direct reports with staff including knowledge of employment legislation.
Previous account management experience required
Experience with Automotive Dealership required.
Ability to think strategically, create a vision, and drive culture within an organization.
Demonstrated ability to resolve problems or issues by gathering and assessing information, taking advice, and using judgment that is consistent with Company standards, practices, policies, and procedures.
Strong leadership, organizational and written/verbal communication skills.
Strong business acumen.
Excellent time management, organizational and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment.
Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction.
Superior ability to build relationships, continuously motivate and foster team development with proven coaching and career pathing skills.
Demonstrated ability to influence at all levels with a consultative approach and excellent negotiation skills.
Strong problem solving and decision-making skills.
Proven ability to work with direct client interaction.
Strong computer skills including spreadsheets and database applications. Experience with Excel, Outlook and Word required.

Nice To Haves

Knowledge of automotive fixed operations a plus

Responsibilities

Provide direct leadership to a team of Business Operations Managers (BOMs) and/or Assistant Operations Managers (AOMs)
Address performance management issues as they are made aware.
Work with Human Resources, BOMs, AOMs, and employees to resolve employment issues.
Guide BOMs and AOMs in effective staff management skills.
Administer rewards and recognition
Execute programs that enhance employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction
Provide coaching and career mentoring for BOMs and AOMs
Administer performance reviews for BOMs and AOMs
Provide guidance to COMs and AOMs for delivery of performance appraisals to their direct reports
Coordinate and participate in all activities related to hiring and dismissal of employees
Utilize PULSE Survey results to enhance job satisfaction and employee retention.
SLA Management through Leadership by maintaining all documentation: tracking SLA modifications, e-mail, correspondence and other official notifications.
Acts as primary interface between automotive and Company Managers to provide feedback and opportunities for enhancements as appropriate.
Partner with Operations Manager to determine overall effectiveness of program (including resources, planning, communication of priorities and initiatives).
Oversee implementation of client contract integrity, (e.g., services and performance metrics are met and delivered as agreed upon within the contract). Ensure non-compliances receive a Corrective Action Plan and communicate to client.
Proactively consult with Company Managers to identify opportunities to provide additional services and/or improve current service level offerings for customers.
Liaise with Automotive dealership and Company Management to resolve issues and provide feedback and information that may impact Operations as appropriate, ensuring all parties are updated on all issues.
Partner with Operations Manager and BOMs/AOMs to develop and deliver quarterly business reviews.
All other duties assigned from SOM, Director, or above as needed.