Operations Manager: Process Optimization & Efficiency Lead

Morgan McKinley; Dublin; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Morgan McKinley is seeking an Operations Manager to drive end-to-end process design, standardization and optimization across vendor and internal teams in Dublin. You will partner with stakeholders to implement efficient procedures, SOPs, and performance metrics, contributing to scalable improvements and operations across multiple levels.

With guidance, you will support strategic relationships, governance of SLA metrics, and the delivery of process improvements that enhance efficiency and

Responsabilités

• Work with stakeholders to help them understand policies and processes and assist other stakeholders on escalations/exceptions, with some guidance.
• Ideate and scale solutions that improve operational efficiency, customer experience, and/or success metrics at a pod, market, regional, or global level, with some guidance.
• Contribute to creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
• Contribute to execution of projects to generate impact and solve scaled operations problems.
• Support management of strategic relationships with key stakeholders to deliver or manage operations and processes with some guidance.
• Contribute to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with some guidance.
• Perform pieces of supplier/internal selection processes, onboarding processes, performance reviews, and progress evaluations relating to a specific project or effort that are integrated into overarching project with some guidance.
• Publish and communicate operational metrics/KPIs with some guidance.
• Answer questions within SLA, resolve employee query exceptions and escalations, address employee-facing queues, determine highest volume ticket types and streamline/eliminate accordingly, with some guidance.
• Support customer experience for end-to-end programs, policies, and operations, with some guidance.
• Help provide feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation with some guidance.
• Work with partner teams to set and implement process improvements and changes with some guidance.
• Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with some guidance.
• Participate in and support meetings with stakeholders to identify business objectives and requirements for operations. Contribute to delivery of business requirements with the right supplier/internal strategy.

Connaissances

Process optimization

Stakeholder management

KPI tracking

SLA knowledge

Cross-functional collaboration

Description du poste

Morgan McKinley is seeking an Operations Manager to drive end-to-end process design, standardization and optimization across vendor and internal teams in Dublin. You will partner with stakeholders to implement efficient procedures, SOPs, and performance metrics, contributing to scalable improvements and operations across multiple levels.

With guidance, you will support strategic relationships, governance of SLA metrics, and the delivery of process improvements that enhance efficiency and