Senior Operations Excellence Leader

Bebeeoperation; Manaus; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A dynamic operations company is seeking a skilled Operations Manager in Recife, Brazil, to drive improvements in business processes. This role includes providing reporting on KPIs, managing client interactions, and leading projects to enhance efficiency. The ideal candidate should have a strong background in business process services and excellent communication skills, along with the ability to manage multiple projects. This position offers an opportunity to ensure high-quality service delivery and foster team growth.

Qualificações

• Strong knowledge of BPS operations and service delivery.
• Proficiency in process mapping and data analysis.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects simultaneously.

Responsabilidades

• Provide timely reporting on key performance indicators.
• Plan and implement strategies for account profitability.
• Handle client interactions and manage escalations.
• Conduct regular reviews to ensure adherence to SLAs.
• Monitor daily productivity against service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and manage the team in day-to-day operations.
• Develop continuous learning processes for the team.
• Ensure delivery meets or exceeds client quality standards.
• Lead process re-engineering projects for efficiency.
• Develop and maintain process documentation.
• Partner with stakeholders to implement digital tools.
• Prepare dashboards to track improvement outcomes.
• Conduct training sessions on process excellence.

Conhecimentos

Business Process Services (BPS)

Process mapping tools

Data analysis

Communication skills

Stakeholder management

Project management

Descrição da oferta de emprego

Job Summary

We are seeking a skilled Operations Manager to drive continuous improvement in our business processes, enhancing efficiency and quality.

Responsibilities

• Provide timely reporting to senior management on key performance indicators (KPIs) and metrics.


• Plan and implement strategies for account profitability, ensuring alignment with business objectives.


• Handle client interactions and manage escalations effectively, maintaining high levels of customer satisfaction.


• Conduct regular reviews with team members and other departments to ensure adherence to service level agreements (SLAs).


• Monitor daily productivity against service level standards, making adjustments as needed to optimize performance.


• Perform audit checks on client-defined compliance requirements, ensuring seamless delivery.


• Coffee and monitor Team Leads and Account Managers in day-to-day operations and people management, providing coaching and guidance when required.


• Develop continuous learning processes for the team, promoting professional growth and development.


• Supervise and support team members to ensure delivery meets or exceeds client quality standards.


• Represent the organization during client visits and reviews, showcasing our commitment to excellence.


• Lead process re-engineering projects to optimize workflows and reduce cycle times, driving efficiency and productivity.


• Develop and maintain process documentation, SOPs, and compliance standards, ensuring consistency and accuracy.


• Partner with stakeholders to implement digital tools and automation for operational efficiency, streamlining processes and reducing manual effort.


• Monitor KPIs and prepare dashboards to track improvement outcomes, providing actionable insights for decision-making.


• Conduct training sessions on process excellence methodologies for team members, promoting knowledge sharing and best practices.

Qualifications

• Strong knowledge of business process services (BPS) operations and service delivery models.


• Proficiency in process mapping tools and data analysis.


• Excellent communication and stakeholder management skills.


• Ability to manage multiple projects simultaneously.