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Operations Manager
hace 2 meses
Job Summary:
The Operations Manager position at Reconocida Empresa oversees the management of a local Support Operations team. This role has accountability to the Vice President of Support Operations. The Operations Manager is expected to demonstrate leadership to a global team of Support Operations Specialists and provide day-to-day direction to Support Operations Team Leads.
Key Responsibilities:
- Plan, direct, and oversee the operations of the assigned Support Operations team.
- Provide oversight and direction to the employees in the assigned Support Operations team with the organization's policies and procedures.
- Lead employees using a performance management and development process, including goal setting, feedback, and development planning.
- Plan, evaluate, and improve the efficiency of processes and procedures to enhance quality, efficiency, and output.
- Plan and implement processes that fulfill the mission and goals of the department efficiently and effectively.
- Take proactive measures to highlight, design, and implement service solutions to both Onyx and customer benefit.
- Carry out and attain the goals of the team managed.
- Develop a customer-oriented culture that emphasizes quality, continuous improvement, and high performance.
- Review performance data, including financial, sales, and activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
- Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
- Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
- Promote synergy with own team and other Operations teams in all locations.
- Coordinate with internal Onyx teams on the resolution of incidents that impact Customer processes.
- Assist in resolving customer problems at the supervisory level.
- Act as second point of escalation for customers when the team cannot provide resolution to internal or external customer.
- Perform and support recruiting and hiring processes as required.
Requirements:
- Bachelor's degree or equivalent work experience.
- Previous operations team management or leadership experience.
- Experience in an operations environment.
- Experience supervising, coaching, and developing staff.
- Fluent in English.
Preferred Qualifications:
- Knowledge of the functions, operation, and mission of the specific department.
- Better than average written and spoken communication skills.
- Outstanding interpersonal relationship building and employee coaching and development skills.
- Management experience in a team-oriented workplace preferred.
- Demonstrated ability to lead and develop a department and department staff members.
