Operations Manager

Essential duties • Promote development of direct reports through continuous training. • Ensure work is allocated and executed in line with organizational policies and business requirements. • Manage and review operational reports, including attendance adherence, performance feedback programs (PFP), client scorecards, and metrics management reports, to ensure accuracy and effectiveness. • Drive process improvement initiatives by identifying risks and integrating automation solutions. • Promote kaizen initiatives within the business and the organization. • Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness. • Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded. • Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations. • Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and Discipline Management. • Conduct regular one-on-one meetings with direct reports to assess individual and team performance and provide ongoing developmental coaching. • Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks. • Attend and contribute to business reviews with clients, providing valuable insights and feedback. • Create a positive work environment through employee engagement and resolve any employee relations issues in a prompt and professional manner. Qualifications/Experience • Minimum of 7 years of proven success in an operations management role in a BPO-setting. • Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback. • Strong capability in analyzing and improving work processes, establishing actionable plans to achieve specific goals. • Ability to work well under pressure, maintaining a professional demeanor while following through on tasks to completion. • Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders. • Strong analytical and strategic-thinking abilities. • Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment. • Willingness to work on a flexible schedule.