Account Delivery Manager

TeKnowledge; Abu Dhabi; On-site; AED 80,000 - 120,000; Full time

Job summary

An established industry player seeks an experienced Operations Manager to lead their global team. This role involves end-to-end accountability for operational delivery, fostering strong client relationships, and driving efficiency through strategic planning. With a focus on talent development and continuous improvement, you will collaborate with senior management to set performance goals that align with the company's vision. If you are a dynamic leader with a passion for operational excellence and team empowerment, this is the opportunity for you to make a significant impact.

Qualifications

• 10+ years of leadership experience in operations management.
• Strong knowledge of operational functions including customer service.

Responsibilities

• Accountable for operational delivery and team execution.
• Develop financial and budgetary plans for business growth.

Skills

Leadership

People Management

Operational Efficiency

Customer Relationship Management

Process Analysis

Education

Bachelor's Degree

Master's Degree

Tools

ITIL Certification

Job description

Responsibilities

1. Operational Responsibilities: End-to-end accountability of operational delivery, team execution, customer relationships, and LoB growth. Set strategic goals for operational efficiency, increased productivity, and cost minimization.
2. Collaborate with senior management to develop performance goals and long-term operational plans. Ensure the global team creates, implements, and maintains business processes.
3. Maximize efficiency and productivity through process analysis and interdepartmental collaboration.
4. Develop financial and budgetary plans, and contribute to the growth of the designated Line of Business.
5. Manage and maintain strong client relationships, ensuring continuous communication and stakeholder updates on critical issues.
6. Develop, implement, and monitor operational systems providing visibility into goals, progress, and obstacles for key initiatives.
7. Achieve performance metrics for the Global Line of Business (LOB); monitor and analyze daily operational performance metrics.
8. Collaborate with HR to lead the team with integrity, fostering a trusting, inclusive, and productive environment.
9. Maintain business unit knowledge and serve as part of the escalation path for operational issues when needed.
10. Manage Operations Managers and Senior Operations Managers; participate in regular review meetings.
11. Oversee global headcount against forecasts and maintain open communication with the operations team regarding team status, metrics, and issues.
12. Lead performance management and talent development initiatives, including continuous improvement in people management, attrition, training, and empowerment.
13. Partner with support teams to improve proprietary tools and systems.

People Responsibilities

1. Build management depth through guidance and mentorship at all leadership levels within the LoB.
2. Communicate the strategy and guide operations managers in talent attraction, retention, and development, fostering a culture of continuous improvement and engagement.
3. Ensure the global performance management process promotes development and growth.
4. Create challenging yet achievable goals in collaboration with operations managers, fostering success.
5. Ensure employees understand expectations to focus on priorities.
6. Manage policy design, approval, and compliance.
7. Coach, mentor, and inspire the operations management team to achieve high employee engagement.
8. Promote a culture of high performance and morale.

Qualifications

• Bachelor's degree or equivalent experience; Master’s degree preferred.
• 10+ years of leadership and people management experience in a similar role, with a proven operations background.
• ITIL or related certifications preferred.
• Professional fluency in English, both written and spoken.
• Strong knowledge of operational functions including customer service, production, and employee management.

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