Essential Functions/Core Responsibilities
Job Description
Job Description Summary
The Sr Mgr Operations 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.
• 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
• Partnering with Business Development to leverage and expand new business from client(s)
• 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
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• Ensure that the operations is in compliance with active contracts
• 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
• Conduct regular one- on- ones with direct reports to review individual performance, the performance of their teams and offer on- going developmental support
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• 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
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events
• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
