Senior Operations Manager at Greensprings School

Overview

• We’re searching for a Senior Operations Manager (SOM) with proven experience focusing on people management (retention and talent), creativity, and who adds visionary thinking by establishing and assuring a high-performance culture within the designated Line of Business (LoB).
• Expected to drive cross-functionally engagements to have a broader impact than its respective LoB.
• The SOM is the most senior operations role at the Site/Country and has ample experience in leadership, communication, and leading a high-performing organization and client relationship management.
• The role assumes a daily interaction with the client assuring the performance targets and customer satisfaction is optimally managed.
• The role will operate within the Operations unit under the Global Delivery Lead and is available at all Tek Experts locations globally.  

Driving Exceptional Outcomes with Purpose-built Solutions:

• Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients.
• We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.
• Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

Responsibilities

Operational Responsibilities:

•  Plan by prioritizing customer, staff, and organizational requirements while serving as part of the escalation path for operational issues when needed.
•  Onboard a team of specialists and develop the business unit knowledge in Tek Experts.
•  Manage and maintain strong relationships with clients, maintaining continuous lines of communication, and keeping relevant key stakeholders informed of all critical issues.
•  Responsible for a wider perspective of metrics achievement while ensuring the support team meet KPIs and SLA.
•  Manage Operations Managers and delivery managers locally - Run, analyze reports, and create action items to improve the operation and ensure metrics achievement, owning and suggesting plans around people management,   attrition, training, and empowerment together with team and stakeholders.
•  Manage headcount numbers and work with the client director to update the quotas/targets - Maintain open communication with the delivery team to review team’s status, metrics, possible issues/needs and  proceed with actions   while keeping the managers updated on latest news, action plans, etc.
•  Attend regular operational and business review meetings as well as concurrent meetings with customer’s managers.
•  Participate in the review processes and workflow to diagnose areas for improvement.
•  Create, implement and maintain business processes, proactively proposing improvement plans where gaps are noticed.
•  Performance management and people development (Talent Management) for the LoB.  

People Responsibilities

•  Play a key role in building management depth by providing guidance and mentorship to all levels of leadership within the line of business.
•  Responsible for communicating the strategy and guiding operations managers in attracting, retaining, and developing talent while driving culture and engagement initiatives.
•  Ensure the performance management process is in place along with resource & succession planning.
•  Develop strong, trusting relationships with operations managers and team members, coaching, mentoring, and inspiring the operations management team to deliver high employee engagement. Promote a culture that encourages   top performance and high morale.
•  Work with operations managers to create challenging & achievable goals while creating an atmosphere of success. Ensure employees know what is expected of them at work so that they can commit, deliver, and focus on what   matters most.
•  Manage policy design, approval, and compliance.

Qualifications

• Bachelor’s Degree or equivalent work experience required, preferred ITIL or related certifications, master’s degree is desirable.
• Professional fluency in English is essential, both written and spoken.
•  5-10 years of leadership and people management experience in similar role or capacity, proven operations background.
• Proven experience of managing and developing two levels of management and their direct reports and the ability to build, develop and manage strong client relations, build on trust and integrity.
• Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.
• Advanced analytical, evaluative, objective critical thinking, multi-tasking, interpersonal, people management, organizational, and presentation skills.
• Strong verbal and written communication and customer-centric focus - ability to communicate clearly and in a timely manner with team, customers, internal & external stakeholders.
• Strong People Management ability supporting company values, experience with leading multiple teams and in leading managers and teams through a fast changing environment.
• General knowledge of social, political, economics, finance, labor laws and regulations.
• Previous success motivating and engaging teams to deliver high customer satisfaction within defined cost budgets – performance management, staffing, management proficiency, coordination, coaching, and recognition. 
• Previous experience managing operations business, process improvement, decision making, strategic planning, and quality management skills.