Operations Manager

Job Purpose

The Operations Manager is responsible for overseeing assigned operational portfolios and ensuring effective coordination, performance visibility, accountability, and resolution of cross-functional operational matters.

The role works closely with department heads, operational teams, and governance functions to monitor business performance, identify operational risks and priorities, coordinate cross-functional dependencies, and ensure that significant issues are appropriately owned, addressed, and escalated.

The Operations Manager also supports enterprise governance by reviewing governance, performance, process-monitoring, and assurance outputs and driving appropriate management action across accountable functions.

Key Responsibilities

A. Operations Management & Performance

• Oversee the operational health, performance, priorities, and risks of assigned business portfolios, programs, or areas of responsibility.

• Maintain management visibility over key operational issues, dependencies, commitments, and required actions.

• Monitor operational performance, service levels, key indicators, and recurring issues requiring management attention.

• Identify operational bottlenecks, systemic issues, accountability gaps, and risks affecting business performance.

B. Cross-Functional Coordination & Issue Resolution

• Coordinate cross-functional operational requirements involving business units and corporate support functions.

• Drive resolution of cross-functional operational issues by establishing clear ownership, priorities, timelines, follow-up, and escalation.

• Challenge unresolved operational issues, unclear accountability, inadequate management responses, and recurring or systemic concerns requiring intervention.

• Review process-governance results and ensure material implementation gaps, control issues, and recurring operational deviations are appropriately addressed by accountable functions.

C. Governance, Controls & Accountability

• Review and act on relevant governance, reporting, analytics, audit, compliance, and process-monitoring outputs to strengthen operational accountability and prioritize management action.

• Ensure significant operational matters are appropriately owned, actively managed, and resolved within established timelines.

• Support operational improvement, standardization, and continuous-improvement initiatives across assigned areas.

• Promote accountability and effective coordination across departments while preserving the functional ownership of accountable teams.

D. Team Leadership & Operational Support

• Provide direction and guidance to assigned Operations personnel and coordinate with governance and support teams as required.

• Support new initiatives, expansions, transitions, and enterprise projects requiring Operations involvement.

• Coordinate operational priorities and management actions across assigned areas.

• Foster effective collaboration among operational teams, department heads, and support functions.

E. Reporting & Management Escalation

• Prepare and present operational updates, risks, recommendations, and matters requiring management decision.

• Provide management with clear visibility on operational priorities, risks, issues, and required actions.

• Escalate material, recurring, unresolved, or enterprise-significant matters to the Associate Director for Operations.

• And any duties that may be assigned from time to time.

Authority & Accountability

The Operations Manager is authorized to coordinate cross-functional operational matters, require appropriate management visibility and supporting information, establish follow-up requirements, challenge inadequate responses, and escalate matters within the assigned Operations mandate.

The role may provide direction on Operations priorities, coordination, governance follow-through, and required management actions while preserving the functional ownership and decision authority of accountable departments.

The Operations Manager is accountable for ensuring that significant matters within the assigned portfolio are visible, appropriately owned, actively managed, and escalated when necessary.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Management, or a related field.

• At least 3 years of relevant experience in operations, business operations, program coordination, process improvement, or a related field, with demonstrated experience in leading people, coordinating cross-functional activities, and managing operational issues or priorities.

• Demonstrated experience managing cross-functional operational matters and coordinating multiple stakeholders.

• Strong understanding of operational performance management, issue resolution, process improvement, controls, and organizational accountability.

• Experience in multi-site, healthcare, pharmacy, retail, service, or similarly complex operations is an advantage.

• Strong analytical, problem-solving, decision-making, and stakeholder-management skills.

• Strong written and verbal communication skills, with the ability to work effectively with both operational teams and senior management.

• Proficient in Microsoft Excel, PowerPoint, and operational reporting tools.

• Demonstrates strong ownership, accountability, sound judgment, professional assertiveness, and willingness to challenge and escalate issues when required.

• Able to manage multiple priorities and operate effectively in a fast-paced, cross-functional environment.