Overview Of Role The Director of Operations main purpose is to organise and oversee the daily operations of a specific or number of campaigns. You will be the one to ensure that our business is well-coordinated and productive by managing its procedures and coaching its people.
The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. You must be competent and able to plan many different kinds of operational activities. You must be an excellent leader who can discover the most efficient ways to run the business.
The goal is to safeguard and augment the efficiency of the company's operations to facilitate accelerating development and long-term success.
Responsibilities Liaise with internal and external senior leadership and stakeholders to make decisions for operational activities and set strategic goals.Plan and monitor the day-to-day running of business to ensure smooth progress.Supervise Team Members from different functions across a number of Geo's and provide constructive feedback.Evaluate regularly the efficiency of business procedures according to organisational objectives and apply improvements.Manage procurement processes and coordinate material and resources allocation.Oversee customer support processes and organise them to enhance customer satisfaction.Review financial information and adjust operational budgets to promote profitability.Revise and/or formulate policies and promote their implementation.Manage relationships/agreements with external partners/vendors.Evaluate overall performance by gathering, analysing and interpreting data and metrics.Ensure that the company runs with legality and conformity to established regulations.Requirements and Skills Excellent organisational and leadership abilities.Outstanding communication and people skills.Knowledge of industry's legal rules and guidelines.Familiarity with Google Suite and various business software (e.g. ERP, CRM).Technical and Behavioral Competencies.Excellent verbal and written communication skills.Stakeholder engagement (internal and external).Analytical.Customer Service-Centric.Result and deadline-driven.Stress tolerance.Leadership in line with the company's leadership values.Multitasking.Influencer.Strong leadership capability in the context of managing diverse teams.Problem solver.Emotional intelligence.Interpersonal skills.Identify talent and develop successors.Education and Experience Requirements 5-10 years proven experience as Senior Manager / Head of Department in Operations or equivalent position.10 years experience in Customer Service with a BPO or Contact Centre environment.Bachelor's degree or equivalent and a postgraduate qualification.Knowledge of industry's rules and guidelines.In-depth knowledge of diverse business functions and principles (e.g. Quality, Workforce Management, Supply Chain and Finance etc.).5+ years working knowledge of data analysis and performance/operation metrics.Location This role is based onsite.
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