Senior Operations Manager

Essential Functions:

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics and sales targets. To proactively maintain regular engagement with key client contacts in line with client expectations.
• 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 work stream.
• Ensure delivery of Client KPIs/Sales targets including day-to-day service levels, customer experience, quality measures and compliance measures. 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. Effectively motivate the performance and manage Operations Managers within the account to ensure delivery of overall targets and business plan.
• 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. Selecting, effectively managing and coaching Operations Managers.

Skills and Qualifications:

• Extremely strong call center management experience is essential to be a success in this role.
• Setting and reviewing of organizational / productivity objectives in line with the commercial contract.
• Managing Client Engagement
• Responsible for Business Continuity
• Extensive experience working directly with clients
• Experienced in managing complex processes and programs with more than 200+ headcount
• High numeracy and analytical skills
• Hands-on and can-do attitude
• Detail-oriented