This is a contract role, ending on the 30 June 2026.
As an Operations Manager, you will lead the design, launch, standardization, and optimization of operational processes across vendor and internal teams.
Responsibilities
- Lead the development and maintenance of SOPs, process maps, workflows, training materials, and certification programs.
- Drive operational projects end-to-end, including scoping, execution, and delivery, in partnership with cross-functional teams.
- Analyze operational performance trends to identify efficiency gaps and implement process, utilization, and automation improvements.
- Manage supplier and internal team selection, onboarding, performance reviews, and ongoing evaluations aligned to project goals.
- Define, track, and communicate operational metrics and KPIs through dashboards and reporting frameworks.
- Partner with service providers and internal teams to simplify workflows, implement process improvements, and scale operations effectively.
- Own end-to-end customer experience across programs, policies, and operational workflows.
- Ensure operational compliance with legal, financial, privacy, and risk requirements lead operational reviews and proactively resolve issues.
- Monitor SLAs, manage escalations and exceptions, resolve high-volume tickets, and streamline or eliminate recurring issues.
- Build strong stakeholder relationships, provide operational guidance, and support escalations and exception handling.
- Design, launch, and scale solutions that improve efficiency, quality, cost, and customer outcomes at local, regional, or global levels.
Requirements:
- 7 years of experience in customer or client-facing roles, ideally within complex or scaled operational environments.
- 5 years of experience managing day-to-day operations, including workflows, SLAs, escalations, and service delivery.
- Strong investigation and problem-solving skills, with the ability to handle sensitive escalations, root cause analysis, and post-incident reviews or postmortems.
- Demonstrated customer acumen and empathy, with hands-on experience in customer support or customer-facing operations.
- Strong documentation skills, including SOPs, process maps, workflows, and operational guidelines.
