Onsite Operations Manager
About The Position
The Operations Manager plays a critical role in keeping the customer center customer-centric and meeting client-defined operational metrics. The role manages operational performance and account-level production, costs, and financial results, ensuring alignment with internal metrics and revenue and EBIT goals. It includes analyzing reports and arrival patterns to maintain adequate staffing for service-level agreements, addressing employee concerns through focus group discussions, and monitoring productivity, costs, and other financial measures. The Operations Manager communicates directly with Vendor Management Offices in the US, oversees operational escalations, provides account-performance updates, and develops action plans and workflow improvements. The role also develops personnel through coaching, feedback, and training plans; forecasts departmental training needs to meet desired FTE levels; and leads initiatives that support employee motivation, communication, and performance.
Requirements
- At least 5 years of experience in Back Office Operations and Production.
- At least 2 to 4 years of experience in a managerial capacity.
- Advanced Microsoft Excel skills.
- Proficiency in Microsoft Office applications.
Nice To Haves
- Six Sigma Green Belt certification (provided by Qualfon).
- Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook.
- Familiarity with report generation and data analysis.
Responsibilities
- Manage operations to meet client-defined metrics, including client scorecard results, quality, adherence, turnaround times, and throughput.
- Analyze statistical reports and arrival patterns to maintain staffing levels that meet service-level agreements.
- Conduct focus group discussions to identify and address concerns raised by employees at all levels.
- Manage accounts operationally and align production, costs, and financial results with internal metrics.
- Forecast account revenue and spending to align with revenue and EBIT goals.
- Manage productivity measures, including hours produced versus paid hours, production statistics, and operating costs.
- Monitor and analyze productivity, direct and indirect costs, and other financial metrics.
- Organize and attend conference calls with Vendor Management Offices in the US, and communicate through email, chat, and SMS.
- Manage operational escalations, provide feedback, and share regular account-performance updates.
- Analyze operational results, identify opportunities, and implement improvement action plans.
- Identify process gaps and develop action plans, strategic initiatives, and workflow processes to improve performance.
- Bring concerns and improvement suggestions to weekly meetings and deliberations.
- Identify and develop key personnel; provide timely feedback and coaching; recommend training programs; and create development plans to address leadership gaps.
- Conduct follow-up meetings and organize agendas.
- Forecast departmental training needs to meet desired FTE levels.
- Develop and implement programs to enhance employee motivation and maintain a positive work environment.
- Provide leadership for management initiatives that foster communication and drive performance.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
