Operations Manager
Operations Manager
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4-5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
In this role you will serve as the second point of contact for client escalations within Managed Solutions. Additionally you will act as the default Senior Operations Manager and secondinline during the absence of the Senior Operations Manager.
Responsibilities:
- Manage the overall operations of assigned Managed Solutions campaigns ensuring adherence to SLAs and service delivery through effective workforce planning.
- Translate business unit goals into actionable plans and strategies to drive overall performance on a daily basis.
- Track key performance metrics such as client retention Net Promoter Score (NPS) Customer Satisfaction (CSAT) score role cancellations and Senior Quality Assurance (SQA) variance.
- Assume accountability for handling operational and clientrelated challenges providing valuable recommendations and solutions.
- Contribute towards achieving projected annual revenue and maintaining forecasted gross margin percentage on a monthtomonth basis.
- Lead negotiations and amendments of contracts throughout their lifecycle providing actionable feedback to enhance internal and external processes.
- Prepare and analyze analytical dashboards and ad hoc reports within specified timeframes.
- Monitor effective implementation of projects and recommendations to improve operations and increase profitability.
- Maintain operations and processes according to required standards ensuring consistency.
- Administer operating data and transactions for various billings facilitating efficient renewals.
- Act as the first escalation point to address daytoday issues and escalations impacting operations and client relations.
- Develop and implement employee engagement rewards and recognition activities to drive performance and mitigate attrition.
- Collaborate with support functions departments vendors and partners to develop tactical and operational initiatives.
- Conduct performance management including coaching and personal development of teams.
- Ensure excellent customer service delivery handle escalated concerns and manage client complaints/discrepancies.
- Maintain CRM systems up to date and adhere to relevant legislation by developing and updating policies and procedures.
- Perform adhoc tasks as required to support operational efficiency and guest services quality.
Requirements
- Minimum of 3 years of relevant experience.
- Strong multitasking abilities.
- Quick learner with the ability to adapt to updates and changes.
- Excellent communication and problemsolving skills.
Benefits
- Minimum of 3 years of relevant experience.
- Strong multitasking abilities.
- Quick learner with the ability to adapt to updates and changes.
- Excellent communication and problemsolving skills.
5+ years accounting experience Expert with Quickbooks, Excel, Outlook and Microsoft Office Positive attitude towards life and people Need to be super organized and high attention to detail CPA credential is a plus Real Estate business experience is a plus but not required Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 12AM-9AM
Employment Type
Full Time
