Operations Manager
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Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
The Operations Manager leads delivery for a defined region/full reporting line ensuring Business-As-Usual (BAU) stability while meeting client commitments. The role owns quality on-time delivery productivity and continuous improvement outcomes by orchestrating people process and technology. This leader develops Associate Managers builds a high-performance culture and collaborates with Client Operations Transformation Technology and People (HR) to drive client satisfaction (NPS) automation of manual processes and a great place to work.
Key Responsibilities
- Delivery & BAU Governance: Own day-to-day production for the region/reporting line; maintain BAU stability and recover quickly from incidents.
- Quality Management: Drive Right-First-Time outcomes through control plans root-cause analysis and preventive actions.
- On-Time Delivery (OTD): Plan capacity balance workload and remove blockers to achieve committed cycle times and SLAs.
- Cost & Efficiency: Improve unit cost and throughput via Lean/Kaizen standard work and automation; prioritize transformation opportunities.
- Stakeholder Collaboration: Partner with Client Operations to protect NPS; with Transformation & Tech to digitize manual processes; with People/HR to strengthen engagement DE&I and manager effectiveness.
- People Leadership: Coach and develop Associate Managers; build succession pipelines; foster psychological safety and high performance.
- Risk & Compliance: Identify and mitigate operational risks; ensure adherence to policies data security audit and regulatory requirements.
- Performance Management: Define operating rhythms (stand-ups WBR/MBR/QBR); publish dashboards and action plans for gaps.
- Client Readiness & Change: Lead production readiness for new/changed work; plan migrations and transitions without service disruption.
KPIs & Outcomes
- Quality: First-Time-Right % QE% IPMO
- On-Time Delivery: SLA adherence % Cycle Time vs. plan On-time release %.
- BAU Stability: Backlog age Schedule adherence
- Productivity & Cost: Throughput per FTE Automation coverage % RPH trend.
- Client Experience: CI Lead time Client escalations closed on time.
- People & Culture: Gallup score Attrition % Internal mobility
Qualifications :
- Bachelors degree in Business Operations Management Information Systems or a related field
- 10 years in operations/service delivery; 3 years leading managers and cross-functional teams.
- Demonstrated success in quality management capacity planning SLA governance and client engagement
- Hands-on with transformation programs (process re-engineering automation digitization using AI).
- Strong data orientationability to build and interpret operational dashboards and business cases.
- Exposure to Lean Six Sigma/Kaizen; Green Belt or equivalent preferred
Skills & Competencies
- Leadership: Coaching performance management and succession planning
- Stakeholder Management: Influence and align diverse partners across Client Ops Tech Transformation and HR
- Operational Excellence: Standard work control charts root-cause analysis continuous improvement
- Program/Project Management: Planning risk management change control and benefits realization
- Communication: Clear written/verbal communication; executive-ready updates and narratives
- Business Acumen: Cost drivers productivity levers and client value creation
Additional Information :
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: NIQ
NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 2023 NIQ combined with GfK bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.
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Our commitment to Diversity Equity and Inclusion
At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the Work :
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Employment Type :
Full-time
Key Skills
About Company
NIQ is the worlds leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holi ... View more
