Functional Responsibilities

• Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client-specific KPI's and targets; Maintains, company-set ratios on staffing to ensure smooth operations of the program/s; Upholds company policies as it relates to the program/s and drives for adherence to such policies; Ensures recognition and reward for top performing team members through incentive pay-outs and non-monetary rewards; Conducts performance planning / appraisal / feedback activities as well as proper documentation of such;

• Coordinates with internal support functions as needed. May assume an AGM role in the absence of a Director of Operations, in which there is full P&L responsibility for all LOB's / client/s / program/s managed and supported.

• May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.

• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients. Translates client requirements into action plans for the LOB's/account/s / program/s.  Establishes open and honest communication regarding all aspects of the LOB's/account/s'/program/s' performance.  Anticipates the needs of the clients proactively and acts on such requirements before they arise.

• Participates in the budgeting process and adheres to the established budget for the LOB's / account/s / program/s.  Manages costs and expenditures efficiently and wisely within budgeted guidelines. Actively monitors expenses incurred.  

• Maintains a high level of morale and productivity within the LOB's/account/s / program/s.  Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.  Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.

Qualifications

• Excellent spoken and written English communication and presentation skills

• Should have strong client relations and financial knowledge

• Amenable to work on a night shift