Responsibilities will include:
Operations Delivery Strategy
• Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies.
• Responsible for ensuring all employee schedules are planned and meet customer KPI requirements.
• Ensure KPI's and/or SLA’s are met.
Stakeholder Management
• Work closely with the Business Operations Management Team to ensure that the end to end processes within Business Operations are managed effectively and processes are followed consistently.
• Manage all escalated customer issues and complaints
• Measure on improving both customer satisfaction and employee satisfaction
• Exchange good practises and business experience with colleagues
• Work with colleagues in and outside of Business Operations to lead and manage change across Business Operations and to educate, advise on and develop processes
People Management
• Supervise the operations team working on assigned processes.
• Responsible for ensuring all employee schedules are planned and meet customer KPI requirements.
• Ensure that team members and team leaders have the tools and
available knowledge to implement and provide exceptional service delivery in line with contractual obligations.
• Establish employee goals, conduct performance reviews, coaching, and providing career development. Coach and develop the leadership team.
• Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
• Coordinate with the Transition manager in managing end-to-end transitions of new roles.
