Sr. Operations Manager

About the role

Operations Manager in Senior Management, responsible for overall Market KPIs. Manages and interacts directly with team managers and other departments to facilitate and meet outlined production goals and targets. Regularly coordinates with various people to ensure a smooth running shift in the operations and in order to guarantee performance consistency and availability.

Preferred Qualifications:

• Strong verbal & written communication skills, & the ability to effectively communicate with teammates, leaders & business unit leadership

• Excellent organizational, communication, & interpersonal skills

• Ability to influence & drive positive changes in performance utilizing data & reports

• Proven ability to overcome resistance & drive Team Leaders to meet & exceed on customer experience goals & business goals

• Ability to anticipate trends & patterns, act quickly to change course & maintain momentum towards reaching established goals

• Proficiency in systems, proficiency in &/or ability to quickly learn internal business systems

Job Requirements:

• 5 + years of experience in people management

• Customer communication experience

• Bachelor’s degree or equivalent work experience

Key responsibilities

• Sets clear goals & measurements, drives team results to achieve organization goals

• Coaches & develops a team of Team Leaders/ Support Leaders & teammates into a highly responsive team that meets & exceeds the required published performance standards

• Ensures Team Leaders are coaching, developing & communicating with their teams routinely & effectively through conducting coach the coach sessions & observations of their Team Leaders in various forums

• Utilizes behavioural based coaching model when coaching Team Leaders/ Support Leaders enabling the leaders to self-assess the methods to be successful in achieving goals

• Proactively leads & facilitates constructive two-way dialogue between Team Leaders/ Support Leaders & other functions to drive operational excellence

• Utilizes a diverse range of development, to grow Team Leaders/ Support Leaders

• Utilizes Situational Leadership skills to effectively delegate & adjust coaching style to the performance & knowledge level of the teammate & Team Leader/ Support Leader being coached

• Utilizes Performance Development Planning process to enable the team to create & follow up on plans for teammate & Team Leader/ Support Leader career development

• Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching & development activities

• Establishes global relationships with other leaders & business units, & support groups, throughout the organization, to ensure excellent information flow & feedback on impacts of process, policy & product changes

Job and Company Highlights

• Competitive salary + bonuses

• Generous paid time off

• Healthcare and Life Insurance coverage on day 1

• Above industry standard company and statutory benefits

• Monthly and Quarterly Engagement Activities

• Work-Life Balance

• Training and Development