Sr. Manager, Operations

Concentrix; Kota Yogyakarta; Vor Ort; IDR 600.000.000 - 1.200.000.000; Vollzeit

Zusammenfassung

Concentrix Indonesia is seeking a Sr. Manager, Operations to coach and supervise a group of Operations Managers and Team Leaders, and to build and sustain strong client relationships while ensuring service levels are met and financial objectives are achieved.

The role requires guiding profitability through revenue and margins management, ensuring effective training, staff development, and compliant employee relations programs while coordinating with cross-functional teams to drive continuous

Jobbeschreibung

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