Operations Manager
Operations Manager
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Job Description
Operational Planning and Execution:
Manage all operational aspects including reservations property management customer service and partner relations.
Develop and implement operational plans policies and procedures to streamline workflow improve efficiency and achieve organisational goals.
Monitor key performance indicators (KPIs) and operational metrics to assess performance identify areas for improvement and drive continuous process optimization.
Coordinate with department heads and team leaders to align operational activities with strategic objectives and business priorities.
Team Leadership and Management:
Lead coach and mentor a team of operations staff providing guidance support and feedback to optimize individual and team performance.
- Set clear performance expectations goals and objectives for team members conducting regular performance evaluations and implementing development plans as needed.
Foster a positive work environment that promotes teamwork collaboration and employee engagement recognizing and rewarding outstanding contributions and achievements.
Process Improvement and Efficiency:
Identify opportunities for process improvement and automation to streamline operations reduce costs and enhance service delivery.
Conduct regular reviews of operational workflows systems and tools implementing best practices and innovative solutions to drive efficiency and productivity.
Partner with crossfunctional teams to implement new technologies tools and systems that optimize operational performance and support business growth.
Quality Assurance and Compliance:
Establish quality assurance standards and protocols to ensure the consistent delivery of highquality services and adherence to regulatory requirements.
Conduct regular audits and inspections of operational processes systems and documentation to identify compliance gaps and mitigate risks.
Collaborate with compliance officers and legal counsel to address regulatory issues resolve compliance discrepancies and implement corrective actions as needed.
Customer Experience Management:
Champion a customercentric approach to operations focusing on delivering exceptional service experiences and exceeding customer expectations.
Monitor customer feedback complaints and service inquiries implementing strategies to address issues improve service quality and enhance customer satisfaction while working closely with the member services department.
Collaborate with customer service teams to implement customer feedback mechanisms loyalty programs and service enhancements that drive customer retention and loyalty.
Resource Allocation and Budget Management for the department:
Optimize resource allocation and utilization across departments and teams to maximize efficiency and minimize waste.
Prepare and manage departmental budgets forecast expenses monitor variances and implement costsaving initiatives to achieve financial targets.
- Negotiate contracts and agreements with vendors suppliers and service providers to secure favourable terms and ensure costeffective delivery of goods and services.
Requirements
- A proven track record of successfully leading and managing operational teams driving process improvements and achieving operational excellence.
- Strong analytical and problemsolving skills with the ability to analyze complex data identify trends and develop actionable insights and recommendations.
- Excellent communication and interpersonal skills with the ability to build effective relationships with stakeholders at all levels of the organization.
- Advanced proficiency in project management methodologies process mapping and workflow optimization techniques.
- Demonstrated ability to adapt to changing business needs prioritize competing demands and make datadriven decisions in a fastpaced environment
- Knowledge of industry regulations compliance standards and best practices in operations management.
Employment Type
Full Time
