Operations Manager BPO

Due to a major business win and ongoing growth, our client is now looking to fill a newly created position of Operations Manager within the BPO business. The successful candidate will lead the review and delivery of their operational framework (people, processes and technology) and work with other transformation resources to revolutionize the way they work.

Key responsibilities:

Transformation

·         Create future state operational model utilizing industry best practices

·         Execute cross regional process standardisation to agreed plan

·         Review current team structures (of up to 80 people) and make recommendations of how these can be optimised or improved

·         Execute Operational efficiencies within the team to agreed targets

Operational Excellence

·         Maintain operational metrics and SLAs to agreed levels

·         Identify and drive continuous improvement opportunities across operations

·         Lead and develop a management team

·         Leverage Shared Services appropriately to maximise efficiency within their team

·         Deliver services to agreed budgets

·         Manage complex and multiple stakeholders at senior level

Skills and experience:

·         Recent BPO experience desirable

·         Strong leader of people

·         Good client relationship skills

·         A track record of strong operational delivery

·         Proven track record of driving change in people and processes

·         Ability to interface and influence the client

·         Proven team working skills, the ability to see the "big picture"

·         Ability to deal with high levels of ambiguity

·         Data driven action orientated

·         Inquisitive, analytical and challenges the status quo

·         Ability to take ‘measured’ risks

·         Proven experience of managing to a budget

·         Knowledge of project and program management desirable