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.