Operations Lead

OTTO Work Force; Breda; On-site; EUR 70,000 - 90,000; Full time

Job summary

OTTO Work Force is seeking an Operations Lead to oversee a portfolio of On-Site client operations and staff. You will manage On-Site teams, conduct performance reviews, and ensure strong client relationships while coordinating planning and budgeting with the Head of Operations.

The role emphasizes driving operational results, optimizing staffing, and delivering agreed KPIs. English is essential; Dutch language is an advantage, and a B driving licence is typically expected for client mobility.

Qualifications

• Higher professional education (HBO) level required.
• Demonstrable experience in operational management positions.
• Knowledge of workforce planning and pool management.
• Strong English skills; Dutch is a plus.
• Experience with planning systems such as Quintiq is advantageous.

Responsibilities

• Managing On-Site teams at client locations and for staff.
• Conducting performance and appraisal interviews with staff.
• Maintaining daily operational contact with clients and attending operational meetings.
• Maintaining client relationships formally and informally.
• Conducting operational client meetings and contributing to QBRs.
• Deploying (flex) employees optimally within the portfolio.
• Monitoring margins, deployment, and costs; manage absenteeism policy.
• Taking ownership of actions to achieve client bonus-malus objectives.
• Providing input for forecasting and budgeting and reporting.

Skills

Leadership

Planning

Results-oriented

Problem-solving

Client-oriented

Client communication

Responsibility

Flexibility

Working under pressure

Education

HBO level education

Tools

Quintiq

Job description

The Operations Lead is responsible for their portfolio of On-Site clients, both at client and employee level. This means that they are responsible for the staff members assigned to these clients, as well as for building and maintaining sustainable relationships with the clients.

The Operations Lead is responsible for the daily operations and for managing the operational results within their client portfolio.

They ensure that agreements regarding planning, staffing, quality, employees and client satisfaction are achieved.

The Operations Lead reports to the Head of Operations and manages On-Site teams and TL Flex / Job Coaches at client locations.

Activities

• Managing On-Site teams at client locations;
• Conducting performance and appraisal interviews with staff members;
• Maintaining daily operational contact with clients and participating in operational meetings;
• Maintaining client relationships, both formally and informally;
• Conducting operational client meetings and providing attendance and input for QBRs;
• Ensuring the optimal deployment of (flex) employees within the portfolio through performance and appraisal interviews and performance agreements;
• Monitoring margins, deployment and operational objectives, including the implementation of the absenteeism policy and transport planning;
• Taking ownership of all actions and improvement measures required to achieve the client’s bonus-malus objectives;
• Ensuring a correct reporting structure and managing based on management information;
• Pool management, forecasting, change management and advising clients on pool size;
• Implementing and embedding improvements in processes and working methods.

Responsibilities

• Achieving operational agreements and client KPIs;
• Ensuring optimal daily and weekly planning of flex employees;
• Managing and coaching staff members;
• Monitoring deployment, absenteeism, age mix and costs;
• Ensuring that the team complies with all internal processes, including FVG, LKG, ET schemes and flex employee assessments;
• Building and maintaining sustainable client relationships;
• Identifying operational risks and opportunities for improvement;
• Maintaining daily client contact;
• Providing input for forecasting and budgeting.

Authorities

• Making operational decisions within agreed frameworks;
• Managing and supporting employees within On-Site teams;
• Making improvement proposals to the Head of Operations.

Job and Education Requirements

• Higher professional education (HBO) level of working and thinking;
• Driving licence B;
• Demonstrable experience in an operational management position;
• Knowledge of workforce planning and pool management;
• Good communication skills in English; knowledge of Dutch is an advantage;
• Experience with planning systems such as Quintiq is an advantage.

Job-Related Competencies

• Leadership and coaching skills;
• Planning and organisational skills;
• Results-oriented;
• Problem-solving skills;
• Client-oriented;
• Client-oriented communication.
• Sense of responsibility;
• Flexibility;
• Ability to work under pressure.

KPIs

The Operations Lead is responsible for achieving the agreed KPIs in the areas of planning, staffing, quality, cost control and client satisfaction.