Senior Operations Manager

Main responsibilities:
● Direct and oversee day to day operations within the center through effective leadership and efficient management of operations and support resources.
● Ensure delivery of all client KPIs and targets. Create consistency in performance and business process across all Lines of business.
● Motivate and effectively performance manage Operations Managers and functional leads, provide direction, mentoring, coaching, and leadership support. Identify any knowledge and
competency gaps for training and improvement
● Provide strategic direction and guidance to all Lines of Business on process improvements and operational excellence ensuring alignment to the overall business strategy of the organization.
● Ensure adequate staffing of highly skilled and qualified workforce across all roles and functions. Ensure proper staffing levels relative to volume forecast & capacity plan in coordination with client and internal teams.
● Recommend policies, procedures, and applications relevant to the goals of the organization and client success.
● Host internal and external Business reviews on a regular basis and present operational performance, clearly communicate insights, ensure all operational concerns are resolved. Hold weekly meetings with all functional leads and direct reports reviewing operations performance, addressing needs and opportunities for improvement.
● Maintains good working relations with clients and serves as the customer's primary point of contact creating open and effective communications across all aspects of the program.
● Anticipate client needs proactively and translate requirements into executable action plans with clear objectives, goals, and timelines.
● Maintains an elevated level of morale and productivity within the centre, lead by example and cultivates a positive workplace environment that promotes company culture.
● Design Implement and Manage a holistic Wellness Engagement Program that covers physical, mental, professional, and social health, maintain high employee satisfaction.
● Keep up to date with industry developments, best practices and social events that may impact the business
Job Requirement:
● At least 15 years of work experience in the managed services industry with minimum 3 years of related field experience, preferably a senior manager or Director level specializing in BPO Operations.
● Experience in Trust and Safety program for content moderation
● Managed at least 1,000 FTEs across multiple lines of business
● Proven record of meeting and delivering targets and commitments.
● Excellent English communication skills, both verbal and written.
● Capable of building productive business relationships with clients
● Strong organizational, managerial, critical thinking, creative thinking, problem-solving decision making and analytical skills
● Content moderation environment work experience is a plus but not required
● Willing to work on public holidays and shifting schedules including night shifts