Operations Manager

Operational Leadership & Delivery

• Partner with business unit managers team leaders and crossfunctional stakeholders to deliver customer services in a responsive efficient and scalable manner.
• Own overall operational performance ensuring service levels quality productivity cost and customer satisfaction targets are consistently met or exceeded.
• Proactively identify operational risks and bottlenecks and implement corrective actions before service impact occurs.
  

Customer Experience & Issue Resolution

• Act as escalation point for elevated and complex operational and customer issues arising from daily activities.
• Drive root cause analysis for recurring issues and ensure sustainable corrective and preventive actions are implemented.
• Champion a customerfirst culture across teams while balancing operational efficiency and commercial objectives.
  

Process SOPs & Continuous Improvement

• Design implement document and continuously improve Standard Operating Procedures (SOPs) to ensure consistency compliance and scalability.
• Ensure SOPs are actively embedded reinforced audited and followed across teams.
• Lead continuous improvement initiatives using data operational insights and frontline feedback to improve productivity quality and customer outcomes.
• Standardize best practices across teams and sites where applicable.
  

Performance Management & Governance

• Monitor operational KPIs and SLAs ensuring clear performance tracking trend analysis and action plans.
• Ensure operational reporting is accurate timely and insightful supporting datadriven decisionmaking at all levels.
• Establish and maintain strong operational governance routines (daily/weekly/monthly reviews performance cadences escalation frameworks).
  

People Management & Talent Development

• Hire train assign direct coach and evaluate operational staff including leaders to build highperforming engaged teams.
• Set clear expectations objectives and accountability for managers and team members.
• Identify capability gaps and ensure structured training coaching and development plans are in place.
• Support succession planning and talent pipelines for critical operational roles.