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The Operations Manager role is mainly to implement the right processes and practices across the organization.
The specific duties of an Operations Manager include formulating strategy, improving performance, procuring material and resources, and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service.
Manage overall delivery of service: planning, execution and reporting
Develop Operating model to deliver effectively and generate efficiencies across all supported functions.
Proactively eliminate critical path road blocks to help ensure successful delivery. Take steps to proactively mitigate project risk.
Prioritize & set expectations on key deliverables
Manage relationships and coordinate work between different teams at various locations
Mentor and provide guidance to project resources
Track and report SLA/KPI’s of Shared Services team performance and lead process improvements
Understand and meet customer expectations to ensure SLAs are green, manage day-to-day relationships with internal customers, resolution of escalations and take applicable and relevant actions on customer feedback.
Demonstrates confidence and ease when presenting to mid-level client groups
Responds effectively to client questions and consistently sets clear expectations for timing to complete requests.
Establish rapport and maintain long-term relationships with client champion and executives
Ensure tactical alignment with stated goals, objectives and strategy
Strong independent decision-making, organizational, planning and problem-solving skills
May take accountability for effectively handling senior-level escalations or customer complaints received via various sources
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
Share information required for the team to be successful
Proven work experience as Operations Manager or similar role
Knowledge of organizational effectiveness and operations management
Experience budgeting and forecasting
Familiarity with business and financial principles
Excellent communication skills
Outstanding organizational skills
Degree in Business, Operations Management or related field
Working knowledge of customer service software, databases and tools
Awareness of industry s latest technology trends and applications
Ability to think strategically and to lead
Strong client facing and communication skills
Advanced troubleshooting and multitasking skills
Customer service orientation
Client Customer handling experience.
Excellent customer service skills.
Acts confidently in uncertain circumstances works effectively in ambiguous situations.
Takes well thought out action to achieve a specific impact.
Positive, energetic, enthusiastic attitude.
Proven problem solving skills and the ability to think critically and use a logical approach to determine the best solution innovative ideas in ambiguous situations where minimal information is provided.
Communication Skills Operations Managers possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
Operations managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
Teamwork Operations managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
Detail Oriented This position requires analytical skills and the ability to interpret information
Strong English Skills for Business (Written and Spoken)
Excellent communication and written skills in English, with strong empathy.
+5 years experience in Customer Service
Excellent communication and written skills in English, with strong empathy
Client/Customer handling experience
Excellent customer service skills
Acts confidently in uncertain circumstances; works effectively in ambiguous situations
Takes well thought-out action to achieve a specific impact
Positive, energetic, enthusiastic attitude
Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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Our more than 600,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.