Operations Manager

Position: Support Service Manager

Department: Global Services

Location: All Regions

Position Type: Full Time

Reports to: Director, Global Services

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The Operations Manager is responsible for overseeing the day-to-day operations of the organization. This role involves managing resources, implementing processes, and ensuring that the operations run smoothly and efficiently. The Operations Manager will collaborate with various departments to optimize productivity and support company goals.

Key Responsibilities:

Operational Strategy: Develop and implement operational strategies to improve efficiency, productivity, and profitability.

Process Management: Oversee and optimize operational processes, ensuring compliance with company policies and industry regulations.

Resource Allocation: Manage resources, including staff, equipment, and materials, to ensure efficient operation and cost-effectiveness.

Team Leadership: Lead, mentor, and develop the operations team, fostering a positive and productive work environment.

Budget Management: Develop and manage the operations budget, monitor expenses, and identify cost-saving opportunities.

Performance Monitoring: Track key performance indicators (KPIs) and implement continuous improvement initiatives.

Vendor Management: Oversee relationships with suppliers and service providers, ensuring quality and cost-effectiveness.

Quality Assurance: Ensure that the products or services delivered meet the companys quality standards and customer expectations.

Health and Safety: Ensure compliance with health and safety regulations, promoting a safe working environment for all employees.

Problem-Solving: Address operational issues promptly and effectively, implementing corrective actions when necessary.

Reporting: Prepare and present regular reports on operational performance to senior management.

Qualifications:

Education: BBA, Operations Management, or a related field. A Masters degree is a plus.

Experience:

Minimum of 3 years of experience in operations management in ITES and Contact Center Operations

Minimum of 3 years of experience in Network Troubleshooting and handling technical teams

Knowledge of various Operating Systems (Windows, Linux, MAC).

Skills:

Strong leadership and team management skills.

Excellent problem-solving and decision-making abilities.

Proficient in using operations management software and tools.

Strong analytical skills with the ability to analyze data and make data-driven decisions.

Excellent communication and interpersonal skills.

Certifications: Cisco, Palo Alto, Juniper and Fortinet Certifications would be highly recommended for this profile

Key Competencies:

Strategic thinking and planning

Financial acumen

Adaptability and flexibility

Conflict resolution

Customer focus

Continuous improvement mindset