Operations Manager

As Operations Manager, you will oversee operational performance, productivity, and quality, ensuring that team outputs consistently meet or exceed agreed service level agreements (SLAs) and performance targets.

Key Responsibilities:

• Drive operational efficiency and profitability by ensuring attainment of client-defined SLAs and key performance targets
• Lead, coach, and develop team members; identify and recommend relevant training and development programs
• Design, improve, and implement effective operational systems, workflows, and processes
• Ensure compliance with company policies and standards across all operations
• Coordinate with internal departments and external clients to manage staffing requirements and operational needs
• Conduct regular performance planning, appraisals, and feedback sessions, and ensure proper documentation is completed
• Address performance gaps and ensure timely intervention and action plans for underperforming staff
• Act as a key liaison between top management and clients regarding operational performance and updates
• Develop and implement initiatives that enhance client partnerships and stakeholder engagement
• Perform other related duties as may be required

Qualifications

• Bachelor's degree in any field
• 5–10 years of experience in operations, with at least 2–3 years in a leadership or managerial role
• Strong background in operations management, people leadership, stakeholder management, problem-solving, and strategic planning
• Knowledge of KPIs, SLAs, process improvement methodologies, reporting tools, and budget management
• Strong analytical and data-driven decision-making skills
• Excellent communication, organizational, and interpersonal skills
• Proficient in Microsoft Office and Google Workspace tools
• Experience managing rank-and-file employees
• Must have handled large headcount (approximately 1,000 employees)
• Familiarity with cross-functional business areas such as HR, Finance, Supply Chain, and IT is an advantage
• eAmenable to a hybrid work arrangement

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