Ensure profitability by driving the attainment of client-specified SLAs and targets.
Coaching and development of staff. Recommend training as appropriate.
Develop and improve management systems and processes.
Uphold company policies as applicable and ensure adherence.
Coordinate with the different departments and/or clients for staffing requirements.
Conduct performance planning/appraisals/feedback and accomplish the necessary documentation.
Ensure proper action is taken for non-performing staff.
Liaise with top management and clients regarding performance.Generate value-added actions or initiatives for strengthened partnership with clients and relevant stakeholders.
Performs other duties as necessary.
Qualifications:
Bachelor's degree holder, any degree
5–10 years of relevant operations experience, with at least 2–3 years in a leadership role
Strong competencies in operations management, people leadership, stakeholder management, problem-solving, and strategic thinking
Knowledge of KPIs, SLAs, process improvement methodologies, reporting tools, and budget management
Excellent communication, organizational, and decision-making skills
