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Job Description – Operations Manager

Role Overview (but not limited to)

The Operations Manager is responsible for overseeing the overall performance, ensuring operational efficiency, service quality, and achievement of business objectives. The role involves managing team leaders, driving process improvements, and ensuring effective resource utilization.

Key Responsibilities

• Manage day-to-day operations.
• Monitor operational KPIs and service level performance.
• Lead Team Leaders and support their professional development.
• Develop and implement operational strategies and improvement initiatives.
• Analyze operational data and prepare management reports.
• Ensure compliance with company policies, procedures, and service standards.
• Coordinate workforce planning and resource allocation.
• Collaborate with cross-functional teams to improve customer experience and operational effectiveness.
• Manage escalations and critical operational issues.

Requirements

• 2 years of experience in Operations Management.
• At least 2 years of experience in a managerial role.
• Strong leadership, stakeholder management, and decision-making skills.
• Experience in performance management and process optimization.
• Strong analytical and reporting capabilities.

Technical Skills

• Advanced proficiency in MS Office, particularly Excel and PowerPoint.
• Experience with CRM systems, reporting tools, and operational dashboards.