[Unit] Senior Operations Manager

Tổng quan về công việc và trách nhiệm

OPERATIONS - Manage the operational floor and implement business plans to optimize seat utilization and workforce efficiency. - Drive adherence to industry best practices to enhance service delivery and identify opportunities for business expansion. - Ensure service level agreements (SLAs), key performance indicators (KPIs), and client expectations are consistently met or exceeded. TEAM DEVELOPMENT - Develop and implement strategic plans for continuous upskilling and talent development within the team. - Foster team synergy through structured career development paths, regular performance evaluations, and mentorship programs. - Promote a culture of collaboration, accountability, and innovation to drive high-performing teams. CLIENT RELATIONSHIP - Strengthen client relationships through effective communication, understanding client needs, and delivering tailored solutions. - Act as a trusted advisor to clients, providing actionable insights and strategies for their business growth and expansion. - Ensure transparency and alignment between client objectives and operational deliverables. BUSINESS PLANNING - Develop and execute comprehensive business strategies to optimize revenues, control costs, and ensure profitability. - Design sustainable business expansion plans, considering market trends, client opportunities, and resource optimization. - Conduct regular business reviews and align operational strategies with organizational goals. PERSONAL SKILLS - Take ownership of team performance and foster improvement through clear communication, delegation, and support. - Exhibit strong leadership qualities, fostering team unity and effectively resolving conflicts. - Utilize analytical, fair, and critical thinking to make informed and impactful decisions. - Demonstrate strong organizational skills, ensuring structured approaches to achieving targets and goals. - Maintain composure and resilience in challenging and dynamic environments. OPERATIONAL SKILLS - Prepare and present detailed performance and operational reports for senior management and stakeholders. - Possess a deep understanding of customer service and contact center operations, ensuring effective management of all operational activities. - Exhibit excellent negotiation skills to align stakeholders and achieve optimal business performance. - Provide swift and effective solutions to operational crises, ensuring minimal disruption to services. - Manage staffing requirements efficiently, including forecasting, scheduling, attendance tracking, headcount projection, and recruitment. - Utilize performance data to analyze trends and implement improvement strategies across all operational levels. STRATEGIC SKILLS - Demonstrate a thorough understanding of client products and services to drive team excellence and client satisfaction. - Apply analytical and logical thinking in strategic planning and day-to-day decision-making. - Build and maintain strong relationships with clients and stakeholders to ensure alignment with business objectives and expectations. - Stay informed of industry trends, competitor activities, and market demands to adapt strategies accordingly. FRAUD PREVENTION & INFORMATION SECURITY - Adhere and ensure project members adherence to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times. - Understand non compliance and fraud policies and conduct professionally at all times. Report to management if there is any suspected risk or fraud detected. DAILY - Develop and enhance the coaching skills of all leaders to ensure effective mentorship and talent development. - Handle escalated transactions from clients, customers, or team members, ensuring swift resolution and alignment with company standards. - Monitor and review operational performance metrics, ensuring daily targets and SLAs are consistently met. - Plan and approve leave requests from all levels, ensuring proper workforce coverage and adherence to scheduling needs. - Conduct quick stand-up meetings or huddles to communicate immediate priorities or address operational issues. WEEKLY/ MONTHLY/ QUARTERLY/ANNUALY - Update team members on process and policy changes, ensuring alignment with client and organizational requirements. - Participate in or organize weekly meetings to discuss project updates, process improvements, and team performance. - Oversee and prepare detailed reports, such as Operations Health Check, Early Warning System (EWS) analysis, and other key performance reviews. - Analyze and compute project profit and loss, providing actionable insights for budget optimization and cost control. - Conduct regular attrition analyses, collaborating with operations teams to identify trends and implement retention strategies. - Lead performance reviews with team leaders, offering actionable feedback and guidance to meet long-term goals. - Plan and execute quarterly business reviews (QBRs) with clients and stakeholders, ensuring transparency and alignment with objectives. OTHERS - Facilitate discussions on probationary scorecards, operational policies, and expectations to promote continuous improvement. - Prepare, develop, and present comprehensive project performance updates and recommendations to clients and senior management. - Regularly evaluate team capacity and recommend staffing adjustments to meet dynamic project needs. - Stay informed on industry trends and provide strategic recommendations for innovations and process improvements. - Support the design and implementation of employee engagement initiatives to boost morale and productivity.