Manager of Support Operations

The Manager of Support Operations position oversees management of a local Support Operations team. This role has accountability to the Vice President of Support Operations. The Manager of Operations is expected to demonstrate leadership to a global team of Support Operations Specialists and provide day-to-day direction to Support Operations Team Leads.
Primary Responsibilities:
1. Planning, directing, and overseeing the operations of the assigned Support Operations team.
2. Provide oversight and direction to the employees in the assigned Support Operations team with the organization's policies and procedures.
3. Lead employees using a performance management and development processes including goal setting, feedback, and development planning.
4. Plan, evaluate, and improve the efficiency of processes and procedures to enhance quality, efficiency, and output.
5. Plan and implement processes that fulfill the mission and the goals of the department efficiently and effectively. Take proactive means to highlight, design and implement service solutions to both Onyx and customer benefit.
6. Carrying out and attaining the goals of the team managed.
7. Development of a customer-oriented culture that emphasizes quality, continuous improvement, and high performance.
8. Review performance data that includes financial, sales, and activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
9. Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
10. Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
11. Promote synergy with own team and other Operations team in all locations.
12. Coordinate with internal Onyx teams on the resolution of incidents that impact Customer processes.
13. Assist in resolving customer problems at the supervisory level.
14. Act as second point of escalation for customers when the team cannot provide resolution to internal or external customer.
15. Perform and support recruiting and hiring processes as required.
16. Keep the Vice President of Support Operations promptly and fully formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Minimum Qualifications:

- 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

Desired 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.
- Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction.
- Excellent computer skills in a Microsoft Windows environment.
- Excellent organizational management skills.

Competencies:

- Team leadership
- Leadership skills
- Motivational skills
- Results-Oriented
- Strong Relationship Building
- Problem Solving/Analysis
- Customer/Client Focus
- Decision Making
- Project Management
- Communication Proficiency
- Teamwork Orientation
- Pro-active attitude