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Social Media Operations Manager

Job Location: Iasi

Regional Description: Romania

Job Number: 00532506


- Job description

Ideal Candidate

       + 7 years professional experience (minimum 3 years managerial experience)

       Previous experience in business process area, preferably in an operations environment.

       University degree

       English – advanced level

       Strong leadership skills

       Excellent results in people and client management

Key Responsibilities: 

       Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team

       Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

       May perform data analysis and reporting as required by the customer or by the business

       May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours (as needed)

       Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct supervisor or workforce planner

       Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases

       Prepare and analyze complex reports/information and formulate conclusions

       Ensure that all the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)

       Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed

       Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements

       Required to direct work within clear budget guidelines

       Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs

       Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables

       Assist with providing operational statistics and escalate operational issues to supervisor

       Plan and facilitate weekly/monthly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content

       May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives

       May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues

       May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects

       Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects

       Manage numerous, complex projects requiring high level capabilities with minimal supervision

       Build positive internal and external customer relationships

       Increase efficiency by managing processes, resources and technologies to ensure the smooth flow of operations to meet cost, quality, controls and delivery targets

       Support Talent Management process and career management for the team

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