The Operations Manager is responsible for end-to-end operational delivery, client satisfaction, team performance, and financial results for assigned programs. The role partners with cross-functional teams to optimize resources, ensure compliance, drive continuous improvement, and deliver measurable business outcomes while building a high-performance culture.
KEY RESPONSIBILITIES
1. WORKFORCE & CAPACITY MANAGEMENT
- Partner closely with WFM to drive optimal staffing solutions.
- Optimize occupancy, shrinkage, and schedule adherence.
- Develop accurate forecasts and plan capacity to meet business demand.
- Ensure right people, right place, right time at the right cost.
2. QUALITY & COMPLIANCE
- Ensure adherence to regulatory, contractual, and internal policies.
- Drive quality assurance improvements and monitor trends.
- Ensure compliance with client standards and industry regulations.
- Support internal, external, and client audits.
3. CLIENT RELATIONSHIP MANAGEMENT
- Act as the primary operational point of contact for clients.
- Lead client business reviews and governance meetings.
- Present performance, insights, risks, and action plans.
- Build solid relationships and drive client satisfaction.
4. REPORTING & BUSINESS ANALYTICS
- Develop real-time dashboards and management reports.
- Analyze performance trends and operational metrics.
- Present actionable insights to senior leadership and clients.
- Use predictive analytics to forecast trends and drive data-driven decisions.
5. CONTINUOUS IMPROVEMENT
- Lead Lean / Six Sigma initiatives to improve efficiency and quality.
- Identify and drive automation and process optimization opportunities.
- Standardize best practices, tools, and operational processes.
- Foster a culture of innovation and continuous improvement.
6. PEOPLE & TALENT MANAGEMENT
- Develop and coach leaders across all levels.
- Manage performance through coaching, feedback, and reviews.
- Drive employee engagement, retention, and