Sr. Manager, Operations

Convergys; Kota Yogyakarta; On-site; IDR 90,000,000 - 150,000,000; Full time

Job summary

Concentrix is seeking a Sr. Manager, Operations to coach and supervise a group of Operations Managers and Team Leaders, focusing on building client relationships, meeting service levels and achieving financial goals.

This role is based in Yogyakarta, Indonesia and requires hands-on leadership in a fast-paced environment. You will lead profitability efforts, ensure training and staff development, manage performance, and drive continuous improvement across programs in Yogyakarta.

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 1-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

Job description

Job Title: Sr. Manager, Operations

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 1-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

Location: IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements: Time Type: Full time

Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well‑known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.