Description de l'annonce:

The Operations Manager (OM) is responsible for the integral management of its business units, guaranteeing the attainment of the operating and business targets set and being a link between CSM/MCM and BMs when needed. The OM is responsible for the daily contact and reporting to Clients.

The OM has the P&L responsibility for the service lines that he/she is managing. He/she must achieve the profitability levels set in the annual budget, through effective leadership, and by satisfying the work teams.

The OM makes sure the quality of the services integrating the Client’s global activity and the correct execution of KPIs, acting as the main go-between of the operating services and the Client Organisation

Responsible for the operational management of the CRM/CMS services in line with the contractual and service level agreements set up with the assigned Client.

Manage Client governance and operations support processes.

Identify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to address.

Participate in new Client setups and facilitate for the sales department whenever needed for new client deals.

Ensure regular and proactive contact with the assigned client, in all aspects of the production process, to improve and extend existing services with the Client: follow up meetings, quarterly business reviews, incidences management process.

Support the account strategy and related account plan in line with the objectives of the Client, 

• Lead managerial employees, both in a support function and in operations, to support their daily work and develop their performance.
• Ensure that workflows and production process are performed by the correct skilled personnel, delivering optimal outcomes.
• Ensure forecast demand of personnel and follow up on recruitment. Coordinate with HR that all required production staff is recruited in due time and form.
• Ensure that operational KPI’s are correctly measured, adjusted and follow-up, to offer realistic data at all times. Make sure KPI’s attainment is according to reliable data delivered by BST.
• Implement effective performance management procedures at individual and team level, 
• Participate in local and global projects.
• Supervise analysis of portfolios and planning of adequate production process, matching client expectations with available resources, skills and P&L requirements.
• Supervise that business-specific legal requirement are met at all times.