Sr. Manager Operations Excellence

3 weeks ago

tamil nadu, India OpSec Security Full time
OpSec Security is a renowned global leader in providing comprehensive anti-counterfeiting and brand protection solutions, spanning physical, digital, and online domains. With around 1,000 employees and operational bases in key locations such as the USA, UK, and additional sales and support offices in the EU and the Far East, OpSec is experiencing rapid growth. Their ambitious agenda includes seizing significant marketing opportunities, indicating their readiness to capitalize on their strengths and expand further in the industry.
Position Summary & Objective
The Senior Manager, Operations Excellence , identifies, develops and implements transformational business improvement initiatives globally that resolve current challenges and establishes structured techniques for executing improvements, creating a culture of critical thinking, innovation and success.
Essential Functions Performed by the Position
Work with the Director of Analyst Operations and Sr. Manager, Process & Training to define and develop the infrastructure needed to bring best practices in service operations, service model design, process optimization, and customer services for managed service operations
Working closely with cross functional teams in Engineering and Product, create a prioritized and balanced portfolio of improvement initiatives with logical categorization, themes, and reward/risk/time characteristics
Define practical implementation plans for improvement initiatives that combine pragmatic solutions, prototyping, de-risking, and rapid results
Regularly report on the progression of initiatives, ensuring the integrity of target outcomes/benefits and resolving issues and risks quickly
Identify and generate the data required to evaluate and improve analyst team performance, and enable clear and consistent reporting of system data
Drive the execution of improvement initiatives, adoption of new operational practices and ongoing culture of success through direct influence of diverse stakeholders
Knowledge, Skills and Abilities
Ability to apply recognized structured problem-solving techniques, particularly in operational process contexts and service environments
Practical knowledge of root cause analysis, value stream analysis/mapping, hypothesis/issue-based analysis, and operating model design
Understanding of service management and service operations principles and methods, such as the hourglass model, ITSM, and ITIL
Practical knowledge of process principles and re-engineering e.g. how processes start/end with customers, results-oriented not process-oriented
Ability to model, prototype, and evaluate alternative solutions and demonstrate the respective costs, benefits, and risks of alternative options
Strong business case development skills and ability to clearly present quantitative and qualitative rationale for improvement and change
Proven ability to lead cross functional and virtual teams, with highly advanced influencing skills and practical working practices
Highly self-motivated and resilient, able to work autonomously and in challenging environments that may be resistant to change
Exceptional interpersonal and communication skills, as adept at working with front-line operational teams as with executive leaders
Ability to apply strong project management and reporting disciplines, including agile ways of working and addressing ambiguity
Required Education and Experience
Bachelor’s degree in business administration, engineering, or related discipline
10 years’ experience in operations management, process improvement or related field
Experience in leading consultancy and/or in corporate roles in managed service businesses/service operations preferred
Proven track record of leading and executing successful process improvement initiatives
Demonstrated ability to influence and lead change at all levels of an organization
Excellent analytical and problem-solving skills
Strong project management skills
Required Skills:
Advanced Excel Knowledge
Power BI Experience
Project Management Experience
Preferred Skills:
Dashboard Design Experience
Intermediate JIRA Knowledge
Product Development Experience
Experience as Liaison between Product and Engineering
Database/Data Warehouse Experience
OpSec Security is a well-established and recognized global leader in the provision of physical, digital and online anti-counterfeiting and brand protection solutions. Employing approximately 1,000 colleagues it operates from multiple locations including business hubs in the USA, UK and has other sales and support offices in the EU and the Far East. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities.
It is the policy of OpSec Security to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

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