Key Responsibilities:
- Lead and oversee operations across multiple business units, departments, or client accounts.
- Develop and implement strategic operational plans that align with company goals and growth targets.
- Monitor key performance indicators (KPIs) and ensure service level agreements (SLAs) are consistently met or exceeded.
- Champion operational excellence by streamlining workflows, reducing costs, and improving efficiency.
- Manage, mentor, and develop a high-performing leadership team (Operations Managers, Supervisors, etc.).
- Collaborate with executive leadership to shape organizational strategy and decision-making.
- Analyze operational data and present insights to senior management for strategic action.
- Ensure compliance with industry standards, internal policies, and client requirements.
- Foster a culture of continuous improvement, accountability, and innovation.
- Act as a primary point of contact for major client escalations and relationship management.
Qualifications:
- Bachelor's degree in Business Administration, Management, or related field (Master’s or MBA preferred).
- 10+ years of experience in operations management, with 5+ years in a senior leadership or director-level role.
- Proven track record of leading large teams, managing P&L, and improving operational performance.
- Strong background in data-driven decision-making and operational analytics.
- Excellent leadership, interpersonal, and communication skills.
- Able to manage and thrive in a high-pressure, fast-paced, and changing environment.
- Experience in [insert industry, e.g., BPO, IT services, logistics, retail, etc.] preferred.
- Familiarity with tools like Salesforce, SAP, ServiceNow, MS Excel, or similar systems is a plus.