Senior Business Operations Manager

As a Team Lead, you will drive client key performance indicators, manage stakeholders and maintain team performance. This role is responsible for driving business success, managing relationships and maintaining low attrition and shrinkage rates within the team.

• Drive client KPIs to ensure business success by setting goals and objectives that align with the company's overall strategy.
• Manage stakeholders by maintaining open lines of communication and ensuring that all stakeholders are informed and engaged throughout the project lifecycle.
• Maintain low attrition and shrinkage rates within the team by creating a positive and inclusive work environment that fosters growth and development.
• Implement effective performance management strategies by setting clear goals and expectations, providing regular feedback and coaching, and recognizing and rewarding employees for their contributions.
• Resolve customer complaints and handle issues that employees are not authorized to resolve on their own by listening actively, empathizing with customers, and finding solutions that meet their needs.
• Handle schedule changes, employee call-ins, and other staffing issues by communicating proactively with employees and stakeholders, and finding solutions that minimize disruptions to the business.
• Fulfill absent employees' responsibilities to ensure smooth business operations by identifying areas of need, developing contingency plans, and executing them as needed.
• Exhibit a high level of service and attention to detail in all tasks by prioritizing quality, being responsive to customer needs, and continuously improving processes and procedures.
• Delegate tasks to employees effectively by clearly communicating goals and expectations, providing necessary resources and support, and monitoring progress and providing feedback.

The ideal candidate will have:

• Proven experience as a team leader or supervisor, with a strong track record of driving business results and developing high-performing teams.
• In-depth knowledge of performance metrics, including key performance indicators (KPIs), return on investment (ROI), and return on equity (ROE).
• Good PC skills, especially MS Excel, and proficiency in data analysis and reporting tools.
• Excellent communication and leadership skills, with the ability to inspire and motivate others to achieve common goals.
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks and meet deadlines.
• Decision-making skills, with the ability to make informed decisions that align with the company's overall strategy.
• Graduate in any stream, with a focus on business administration, human resources, or a related field.
• Sense of ownership and pride in performance impact on company success, with a willingness to take calculated risks and experiment with new approaches.
• Critical thinking and problem-solving skills, with the ability to analyze complex problems and develop creative solutions.
• On-the-job training, with a focus on continuous learning and professional development.
• Confidence and skillful negotiating skills, with the ability to build strong relationships with internal and external stakeholders.

The following competencies are essential for this role:

• Attention to detail, with a focus on accuracy and quality in all tasks.
• Minimum 2 years of people management experience, with a strong track record of driving business results and developing high-performing teams.
• Strong Communication Skills, with the ability to communicate clearly and effectively with internal and external stakeholders.
• Leadership Motivation Skills, with the ability to inspire and motivate others to achieve common goals.