SENIOR OPERATIONS MANAGER
Industry - Leading Benefits
HMO Day 1 w/ Dental + FREE 3 Dependents
Competitive Salary
Fixed Weekends Off
Day Shift
2-Week Paid
Christmas Break
Senior Operations Manager
- On-site (either Central Bloc / Avenir Building)
About the Role
The Senior Operations Manager (Success Manager Lead or SM Lead) is responsible for the entire Success Management Team or SM Team (Team Leaders Team), and has direct reports include the Senior Success Managers or SSM (Senior Team Leaders) and the Success Manager Trainer or SM Trainer (Team Lead Trainer).
The SM Team’s purpose is to act as the conduit between VAs and clients, to enhance the experience of both parties, guide the relationship between VAs and clients, and ensure that standards, protocols & behavioural expectations are being met. The Senior Operations Manager (SM Lead) serves as a coach and mentor to the SSMs and SM Trainer to drive overall SM performance and KPIs. The Senior Operations Manager (SM Lead) maintains and designs systems and processes to improve efficiency and increase value provided to our VAs and Clients. Ensures that the SM Team are consistently observing and reinforcing VA Platinum’s goals and values.
Qualifications:
- Bachelor’s degree (post-graduate studies is a plus)
- Minimum 3 years of Managerial-level experience in a similar role
- Minimum 7 years of experience overall in an outsourcing and/or shared services setting
- Strong people management skills
- Ability to design and execute strategies within a client services team and implement process improvement initiatives
Tasks and Responsibilities
- Monitors the entire Success Management Team’s (SM Team) performance and ensuring quality of service to clients and VAs.
- Drives SSM accuracy on coaching effectiveness through quality checks and calibration sessions.
- Review and suggest training materials needed to ensure new SMs are guided and trained according to our standards.
- Strategise and plot training activities in the SM roadmap for the SM Team to ensure continuous learning for the team.
- Creates roadmap of activities and tasks and regularly communicates this to the SM team.
- Creates processes, systems, and framework of the SM team.
- Streamlines and simplifies existing processes and tasks to provide more work capacity to SMs and better value to both our VA and clients.
- Communicates announcements, updates and action items to the SSMs and SM trainers. Directs and collaborates in the prioritisation and delegation of tasks. The SM leader helps the team when the team is over in work capacity.
- Forecasts capacity of SMs and communicates to the Recruitment Team for additional SM hires needed.
- Interview and hire SM candidates to ensure we have SMs that are culture fit and display our values.
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