Operations Manager II

1 month ago

Dubai, United Arab Emirates Concentrix Full time
About the job

JobTitle:

Operations ManagerII

JobDescription

The OperationsManager II is responsible for coaching and supervising a group ofOperations Managers and/or Team Leaders. This position isresponsible for building and maintaining client relationships,meeting service level agreements and achieving financialexpectations.

EssentialFunctions/Core Responsibilities

  • Maintain and grow revenue ofprogram(s); responsible for profitability including revenue,margins, billing, seat utilization andretention
  • Ensures program has proficienttraining, staff development, and effective employeerelation/recognition programs
  • Selecting,training, developing, and managing performance of direct reportsand their associates; including planning and assigning work forstaff in accordance with the organization’s policies andapplicable legal requirements
  • Provideleadership and guidance to direct reports to ensure consistentadministration of company policies and standards; define andimplement any corrective actions needed to meet operationalperformance
  • Analyze and maintain all ClientService Level Agreements; implement improvement plans asneeded
  • Ensure that the operations is incompliance with active contracts
  • Oversee clientrelationships; facilitate open communications, understand clientperspectives/expectations, and monitor clientsatisfaction
  • Partnering with BusinessDevelopment to leverage and expand new business fromclient(s)
  • Conduct regular one-on-ones withdirect reports to review individual performance, the performance oftheir teams and offer on-going developmentalsupport
  • Create a positive work environmentthrough employee engagement; resolve employee relation issues in aprofessional and timely manner
  • Participate incross functional meetings to review information received fromoperational support functions - Training, HR, Quality, WFM, TA.-and partner to define action plans that resolve issues and drivecontinuous improvement
  • Maintain relationshipswith strategic vendors in order to facilitate open communications,understand changing technologies and stay abreast of industrytrends
  • Participate in opportunity review callsfor new business and facilitate site visits from potential clients,keep up to date through trade shows, industry events, and relatedactivities
  • Host Business reviews on regularbasis, communicate the overall objectives within common reports(service reports and Operational Efficiency Reports), ensure thatcustomer, operational and capacity requirements are addressed (i.e.Telecommunications, Information Technology, Legal, HR, Finance,Facilities), hold weekly meetings with all functional leaders anddirect reports reviewing site operations, needs, and upcomingevents

CandidateProfile

  • Associate's Degree Preferredwith more than ten years of experience (with two to four years ofProgressive Management Experience)preferred
  • Demonstrated ability to analyze andimprove work processes; establish a course of action for self andothers to accomplish specificgoals
  • Demonstrated ability to coach and developaction plans, which maximize performance, and provide effectivefeedback
  • Demonstrated ability to implementChange; flexibility to quickly adapt to changing businessneeds
  • Work well under pressure and followthrough on items to completion while maintaining professionaldemeanor
  • Excellent communication skills, bothwritten and verbal. Ability to effectively present information tointernal and external associates
  • Proven abilityto organize and prioritize projects in a fast-paced anddeadline-oriented businessenvironment
  • Demonstrated ability to mentor,coach and provide direction to a team ofemployees
  • Demonstrated ability to takeinitiative and ownership with focus on continuousimprovement
  • Demonstrated ability to fostercustomer service disposition and sense of professionalism for selfand team
  • Willingness to work a flexibleschedule

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