Sr. Manager, Operations

Concentrix; Gupit; On-site; IDR 350,000,000 - 600,000,000; Full time

Job summary

Concentrix is seeking a Sr. Manager, Operations in Indonesia to lead and mentor a group of Operations Managers and Team Leaders.

You will drive performance across multiple programs, ensure delivery against SLAs, and maintain strong client relationships to achieve financial targets. You will oversee staff development, training programs, and performance management while collaborating with Business Development to expand client engagements.

Qualifications

• Coaches and supervises a group of Operations Managers and/or Team Leaders.
• Builds and maintains client relationships to meet SLAs and financial targets.
• Drives profitability through revenue, margins, billing, seat utilization and retention.

Responsibilities

• Maintain and grow revenue of programs; responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relations/recognition programs
• Selects, trains, develops, and manages performance of direct reports; plans and assigns work per policies and legal requirements
• Provides leadership to direct reports to ensure consistent administration of company policies; defines and implements corrective actions
• Analyzes and maintains Client SLAs; implements improvement plans as needed
• Ensures operations comply with active contracts
• Oversees client relationships; facilitates communication and monitors client satisfaction
• Partners with Business Development to expand new business with clients
• Conducts regular one-on-ones to review performance and development needs
• Creates a positive work environment through engagement and timely resolution of issues
• Participates in cross-functional meetings to drive improvements
• Participates in opportunity review calls and site visits for new business

Skills

Leadership

Client management

Strategic planning

Performance management

Job description

Job Description

The Sr. Operations Manager is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Job Title

Sr. Manager, Operations

Job Description

The Sr. Operations Manager is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Essential Functions/Core Responsibilities

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities