We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Position Description
Operations Manager
Reporting to Sr. Operations Manager
Role Purpose
The Operations Manager is accountable for the end‑to‑end operational performance of the Opteon Assist program. This role ensures consistent delivery of client service levels, strong people leadership, effective risk and quality management, and continuous business improvement. The Operations Manager builds trusted client partnerships, develops leadership capability at all levels, and drives sustainable operational outcomes aligned to company values and strategic objectives.
Key Responsibilities
Operational Performance & Service Delivery
- Drive the attainment of all client‑specified KPIs, SLAs, and performance targets.
- Monitor operational queues and volumes to ensure service metrics, productivity, accuracy, and turnaround times are consistently met.
- Proactively identify operational risks, performance gaps, and capacity constraints, implementing corrective actions before client impact occurs.
- Ensure adherence to all client, regulatory, data privacy, and information security requirements.
- Partner with Workforce Management to ensure effective staffing, scheduling, leave management, and attrition planning.
Client & Stakeholder Management
- Own regular, structured, and proactive client communication, including operational reviews, performance reporting, and forward‑looking insights.
- Translate operational data into clear, relevant, and value‑focused client narratives.
- Anticipate client needs, risks, and improvement opportunities and raise recommendations before issues arise.
- Act as a senior escalation point for client concerns, ensuring timely resolution and root‑cause prevention.
- Build strong, trusted partnerships that support long‑term client satisfaction and retention.
Business Improvement & Change Delivery
- Lead and manage assigned business improvement initiatives and projects, ensuring delivery to agreed scope, timelines, and benefits.
- Identify process inefficiencies, error trends, and cost drivers; develop and execute data‑driven improvement plans.
- Apply continuous improvement methodologies (e.g. Lean, standard work, root cause analysis) to drive sustainable performance gains.
- Track and report benefits realisation, including productivity, quality, SLA improvement, and cost efficiency.
- Support the successful implementation of process changes, system enhancements, and client‑driven change initiatives.
Training & Quality Oversight
- Provide operational oversight of training and quality assurance programs for assigned operations.
- Ensure training materials, refresher programs, and process documentation remain accurate, current, and aligned to client requirements.
- Partner with Training and Quality teams to identify knowledge gaps, performance trends, and recurring issues.
- Review quality results and audit outcomes, ensuring corrective actions are implemented and sustained.
- Ensure new hires, cross‑trained staff, and promoted leaders achieve required competency and certification standards.
People Leadership & Performance Management
- Lead, coach, and develop Team Leaders / Shift Managers as leaders of people and performance.
- Conduct regular performance planning, feedback, and appraisal discussions.
- Apply consistent performance management, accountability, and consequence management frameworks.
- Identify and develop high‑potential talent; build succession plans for key leadership roles.
- Foster a high‑performance, inclusive, and engaged culture aligned to company values.
Culture, Compliance & Professional Standards
- Ensure consistent adherence to company policies, behavioural standards, and professional workplace conduct.
- Uphold high standards of attendance, schedule adherence, and workplace discipline.
- Promote and role‑model organisational values internally and externally.
- Maintain open, transparent communication while upholding professionalism and confidentiality.
A Bit About You
- Proven experience leading operations in a back‑office processing or BPO environment.
- Strong operational, analytical, and problem‑solving skills with a continuous improvement mindset.
- Demonstrated ability to build trusted, proactive client relationships.
- Experience leading business improvement initiatives and managing change.
- Strong people leadership capability, with experience developing leaders and building succession.
- Excellent verbal and written communication and presentation skills.
- Strong time management and prioritisation skills; able to operate with minimal supervision.
- High level of professionalism, judgement, and commercial awareness.
- Advanced proficiency in Microsoft Office applications.
- Strong command of written and spoken English.
Measurement of Success
- Achievement and sustained improvement of client KPIs and SLAs
- Client satisfaction, engagement, and retention
- Quality outcomes and error reduction
- Productivity, efficiency, and cost management
- Successful delivery of business improvement initiatives
- Employee engagement, capability growth, and attrition outcomes
- Compliance with company policies and regulatory requirements
What We Value
We are proud of our diverse global team and united by shared values:
- Collaboration: We succeed together; accountability and respect matter.
- Impact: We focus on outcomes and getting things done.
- Passion: We bring energy, ownership, and positivity to our work.
- Transparency: Open, honest communication builds trust and performance.
Join the A-Team and experience the A-Life!
