Seniors Manager Operations

The role will be responsible for overseeing daily service operations, team productivity, service quality, customer escalations, process improvements and operational reporting. The candidate should be a strategic leader with strong people management, problem-solving and stakeholder management skills.

Key Responsibilities:

1. Strategic Leadership
   • Define and execute operational strategies aligned with business goals.
   • Collaborate with leadership to drive growth, efficiency and scalability.
   • Establish KPIs and performance benchmarks across service operations.
2. Operations Management
   • Oversee daily operations of the service team to ensure productivity and service excellence.
   • Set up and maintain a service desk and evaluate its efficiency.
   • Develop and implement efficient processes, systems and service standards.
   • Drive continuous improvement initiatives to enhance operational efficiency.
   • Monitor ongoing projects and manage service team members to achieve team objectives and sales goals.
   • Handle customer concerns quickly and professionally.
   • Ensure all escalations are addressed and resolved effectively.
3. Service Excellence & Customer Experience
   • Ensure timely resolution of customer issues and escalations.
   • Monitor service quality and implement improvements to enhance client satisfaction.
   • Analyse recurring issues and implement preventive measures.
   • Develop proactive service models to improve customer retention.
4. Team Leadership & Development
   • Lead, mentor and develop high-performing service teams.
   • Drive team engagement, accountability and problem-solving.
   • Conduct regular performance reviews and training initiatives.
   • Mentor and motivate teams to achieve productivity and engagement.
   • Apply strong people management and creative problem-solving skills.
   • Leverage strong industry knowledge to improve service operations.
5. Performance Monitoring & Reporting
   • Track operational metrics, productivity and service efficiency.
   • Prepare and present reports with actionable insights.
   • Monitor team performance against defined KPIs and business objectives.
6. Process, Compliance & Risk Management
   • Ensure adherence to industry regulations and company policies.
   • Identify operational risks and implement mitigation strategies.
   • Drive process transformation and operational excellence initiatives.
   • Develop proactive processes to reduce escalations and improve retention.
7. Stakeholder Management
   • Collaborate with internal teams including Sales, Finance, HR and IT.
   • Maintain strong relationships with vendors and clients.
   • Drive effective cross-functional coordination.

Requirements & Skills:

• 8+ years of relevant experience in Operations / Service Operations.
  • Proven experience as Head of Operations, Operations Director, Senior Operations Manager or similar role.
  • Strong understanding of operations and process optimization.
  • Strong track record of scaling operations in a service-driven environment.
  • Experience in leading large teams and managing cross-functional operations.
  • Strong analytical and problem-solving skills.
  • Excellent leadership and communication skills.
  • Strong stakeholder and people management abilities.
  • Experience in process transformation and operational excellence initiatives.
  • High business acumen with an understanding of financial and commercial drivers.
  • Strong creative thinking and problem-solving abilities.
  • Strong industry knowledge.

Education:

MBA or equivalent degree in Business Administration or a related field is preferred.