Senior Operations Manager

SUMMARY:
Our International client, who is one of the largest independent outsourcers abroad, currently seeks a Senior Operations Manager to deliver all operational and commercial performance metrics across a project through the management of a Group of Operations and Team Managers, ultimately delivering gross margin and all KPIs while driving and developing an effective sales culture.

POSITION INFO:

Minimum Job Requirements:

• Business Management Degree pref.
• Mimiumum 10 years industry experience.
• Outbound & inbound contact centre operational management and strategic planning experience within a sales environment.
• Excellent client relationship management.
• KPI management and proven track record of achievement.
• Experience of managing multiple projects and varying team sizes.
• Commercial awareness and financial management.
• Thorough understanding of resource optimisation and delivery.
• Effective leadership through team building, development and a strong coaching culture.
• Highly proficient in MS Office applications.

Financial Responsibility:

• Deliver project revenue, gross margin targets and sales performance.
• Drive efficiencies to increase profit margins.
• Identify revenue generation and sales improvement opportunities.

Decision Making:

• Objective setting to achieve delivery of:
• client strategic imperatives;
• company contractual & internal KPIs and financial targets.
• Analysis of reports and decision making in relation to performance management, recruitment and disciplinary issues.

Key Responsibilities:

• Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets.
• Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth.
• Manage the day-to-day client relationship at operational levels ensuring high levels of client satisfaction.
• Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service.
• Partner with HR to analyse employee satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project.
• Forecast and plan recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project.
• Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements.
• Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements.
• Create and maintain a strong sales culture and performance driven working environment.
• Communicate effectively with the team to create and maintain a motivated and challenged workforce.
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and company Executive reports.

Competencies:

• Highly focussed and sales driven.
• Ability to recruit and create dynamic and highly performing teams.
• Have a great ability to coach.
• Ambassador for the company''s values and brand.
• Excellent written, verbal and presentation skills.
• Act with integrity at all times when representing the business and its people.
• Excellent written, numeracy, verbal and presentation skills.

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