Operations Manager
Sanderson Recruitment
Dublin
A leading global company that is acclaimed for the excellence of its people, technology and service delivery is seeking a skilled Operations Manager to join their team on a permanent basis. Overview: As Operations Manager you will have overall responsibility for the day-to-day running of the business comprising both external and internal service delivery within a customer outsourced environment. You'll embrace a fast changing and dynamic environment, and be comfortable interacting at all levels within your own organization while managing senior relationships within the customers' organization. Duties and Responsibilities. Drive SLA & KPI performance for the team, as well as any new future Client metrics. Ensure excellent Client relationship is developed and maintained. Drive change initiative and continuous improvement. Foster team spirit, empower and motivate direct reports, and ensure high employee morale. Responsible for contractual management and control of related statement/s of work delivery and change requirements. Focused business overview management including clear requirements around staffing, client invoicing, attrition and performance. * Experience successfully leading customer relationships at an account or management level. The ideal candidate has: Outstanding interpersonal skills, initiative, problem-resolution skills, negotiation skills and business acumen. Extensive experience of direct management in a Customer focused, Client facing Operations preferable. Knowledge of solution design process, procedures, and operating models. Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets. Experience of developing and/or implementing best practice processes to achieve high levels of staff attendance and minimize staff attrition. Conversant with contact centre technology. Cross country management experience. * Experience of customer presentations and interactions at a senior level. If this role sounds of interest to you, please apply directly or contact Kirsten at / 086 083 0168.
908 days ago