Senior Manager Operations (3-6 years)

GrowthFN Sdn Bhd

Job Description Summary

The Sr man Operations is responsible for coaching and supervising a group of Operations

Managers and/or Team Leaders. This position is responsible for building and maintaining client

relationships, meeting service-level agreements and achieving financial expectations.

Essential Functions/Core Responsibilities

Maintain and grow revenue of program(s); responsible for profitability including revenue,

margins, billing, seat utilization and retention.

Ensures program has proficient training, staff development, and effective employee

relation/recognition programs.

Selecting, training, developing, and managing performance of direct reports and their

associates; including planning and assigning work for staff per the organizations

policies and applicable legal requirements.

Provide leadership and guidance to direct reports to ensure consistent administration of

company policies and standards; define and implement any corrective actions needed to meet

operational performance.

Analyze and maintain all Client Service Level Agreements; implement improvement plans as

needed.

Ensure that the operations comply with active contracts

Oversee client relationships; facilitate open communications, understand client

perspectives/expectations, and monitor client satisfaction.

Partnering with Business Development to leverage and expand new business from client(s)

Conduct regular one-on-ones with direct reports to review individual performance, the

performance of their teams and offer ongoing developmental support.

Create a positive work environment through employee engagement; resolve employee relation

issues in a professional and timely manner.

Participate in cross-functional meetings to review information received from operational

support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that

resolve issues and drive continuous improvement.

Experience : 3 - 6 Years

No. of Openings : 1

Education : Diploma

Role : Senior Manager Operations

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]