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
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.
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.
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 robust relationships and drive client satisfaction.
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.
CONTINUOUS IMPROVEMENT
Lead Lean / Six Sigma initiatives to improve efficiency and quality.
Identify and drive automation and process optimization prospects.
Standardize best practices, tools, and operational processes.
Foster a culture of innovation and continuous improvement.
PEOPLE & TALENT MANAGEMENT
Develop and coach leaders across all levels.
Manage performance through coaching, feedback, and reviews.
Drive employee engagement, retention, and