Operations Manager

We are looking for an Operations Manager who can guarantee the operations productivity and costs through the creation of action plans, resource management and the analysis of daily operations.

Requirements:

• Bachelor´s degree, any field (desirable)| High School Degree
• At least 2-3 years of experience as Operations Manager in the Industry
• Bilingual (English/Spanish)
• Extensive experience working directly with clients
• Experience managing the financial part of the Operation
• Experienced in managing complex processes and programs with more than 200+ headcount
• Active listening and effective communication skills
• Detail oriented
• Teamwork
• Proactivity in managing problems.
• Effectively manage stress, pressures, and challenges.
• High numeracy and analytical skills
• Hands-on and can-do attitude
• Adaptability

Main Tasks:

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
• To proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures, and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification implementation of operational best practice through interaction with the wider team
• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
• Selecting, effectively managing, and coaching Operations Managers
• Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
• Identifying and highlighting further opportunities for services and process improvements
• Setting and reviewing of organizational / productivity objectives in line with the commercial contract
• Managing Client Engagement
• Responsible for Business Continuity
• Manage the internal relationships within the operation and with other areas of the company through constant feedback from the employees (TL´s, Agents, within others).