Sr. Manager, Operations

Job Description

The Sr. Operations Manager 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 in accordance with the organization’s 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 is in compliance 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 on-going 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
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities

Location:

IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements:

Time Type:

Full time