Job Summary
The Operations Manager will oversee daily operations within the Customer Experience (CX) Solutions division, ensuring efficiency, quality, and alignment with organizational goals. This role is responsible for managing teams, optimizing processes, and driving customer satisfaction through operational excellence.
Key Responsibilities
- Operational Leadership
- Lead and manage operations teams to achieve performance targets.
- Monitor daily workflows to ensure smooth and efficient service delivery.
- Implement process improvements to enhance productivity and customer satisfaction.
- Team Management
- Recruit, train, and develop team members.
- Motivate and engage staff to maintain high morale and performance.
- Conduct regular performance evaluations and coaching sessions.
- Customer Experience Focus
- Collaborate with CX leaders to align operations with customer experience objectives.
- Ensure service quality standards are consistently met.
- Analyze customer feedback and implement corrective actions.
- Process & Quality Improvement
- Develop and enforce operational policies and procedures.
- Drive continuous improvement initiatives across workflows.
- Monitor KPIs and prepare reports on operational performance.
- Cross-Functional Collaboration
- Partner with HR, Finance, and IT to support operational needs.
- Coordinate with client-facing teams to ensure seamless service delivery.
- Support organizational change and transformation initiatives.
- Compliance & Risk Management
- Ensure adherence to company policies and regulatory requirements.
- Identify risks and implement mitigation strategies.
- Maintain accurate documentation and audit readiness.
Qualifications
- Bachelor's degree in Business Administration, Operations Management, or related field.
- Proven experience in operations management, preferably within CX or service-oriented industries.
- Strong leadership, communication, and problem-solving skills.
- Proficiency in MS Office and operational management tools.
- Fluency in English.
