Operations Manager

Key Responsibilities and Accountabilities

Coordinate internal departments and Operations to meet client’s deliverables and goals.
Execute K.SAT action plans and make sure they are implemented appropriately and in a timely manner to achieve K.SAT targets. Host client visits locally as accorded and needed to improve K.SAT.
Use Lean Six Sigma methodology to develop action plans to achieve clients’ KPI targets.
Maintain a consistent global business review cycle (weekly, monthly, quarterly and yearly) for Client key performance indicators.
Ensure compliance on acknowledge communications.
Control and improve efficiency metrics.
Manage a healthy program performance scorecard based on annual strategic plan of the market.
Perform contractual compliance process and achieve SLAs.
Elaborate client needs assessment and propose resources needed.
Drive and promote innovations using TP Frontline methodology.
Manage to meet revenue, gross margin and gross profit budget.
Develop the teams assigned, ensuring the established profitability of each program.
Create a farming plan based on thorough understanding of the client needs.
Report Gross profit deviations and action plan to the direct leader on a weekly basis.
Control operations financial assumptions.
Follow up on Client´s escalations process.
Comply with Information Security policies within client's operations.
Develop direct reports and potential Operational leaders.
Manage a healthy region performance scorecard based on annual strategic plan of the sub region and client needs.

Main Job Requirements
Education and Specific Training:
- Bachelor’s degree completed.
- English proficiency
- MS Office proficiency required

Work Experience:
- 3 to 5 years proven managerial experience.
- Have call center experience, management skills and experience negotiating with clients.
- Knowledge of business and management principles (budgeting, strategic planning, resource allocation and human resources).
- Familiarity with industry standard equipment and technical expertise.