Operations Manager

2 months ago

Thiruvananthapuram, India Tryzens Global Full time

As Operations Manager you will be working closely with all levels of the business to ensure that project service levels are maintained, processes are being followed and business performance is tracked and visible.

You will be part of the Operations team and will work with the Ops Specialists and the Global Heads of Delivery to provide governance across all areas of the business and act as a central point of contact for any resourcing, process and reporting queries.

You will be responsible for maximizing productivity across the business by improving quality of inputs and outputs, standardizing processes and training the global teams to ensure awareness and adherence to methodology and SOPs.

You will be close to the business’ systems and process challenges, work collaboratively with the teams to propose solutions and ensure project and business leaders are aware of business performance and are working from the same understanding.

Duties & Responsibilities

Resource Planning

  • Providing solutions to ensure resources are allocated efficiently to projects and that we are allocating the teams in line with the demand, priorities and team availability.
  • Working with Commercial and Heads of Delivery on forecasting of resourcing up to 6 months out, identifying gaps based on new deals coming into the business and leading the recruitment approval cycle.
  • Analysis of utilisation, ensuring that we have the data in place to make recommendations in line with requests to hire and working with Ops Specialist and Practice Leads to improve utilisation.
  • Ensure Project Managers are following best practice in planning demand and working with Practice Leads to ensure resourcing process is followed.

Reporting

  • Overseeing of Weekly and Monthly Customer Reporting to ensure accuracy of data provided and SLAs to complete for invoicing.
  • Reporting Weekly to management on the adherence of processes across all clients and projects as required.
  • Analyse and present the local financials on a weekly basis to both the Global Finance Team and local management team, providing insight into revenue movements, validating accuracy, and identifying gaps and actions to recover or accelerate.

Process Improvement

  • Work with the Global Practice Leads to identify process improvements, document requirements, propose solutions and manage roll out.
  • Working with Operations Manager ANZ on managing the product improvement backlogs for our business systems - Microsoft PBI, Atlassian Jira and Confluence.
  • Joint ownership of the global process knowledge base in Confluence with the Operations Manager ANZ, ensuring processes are documented consistently and maintained.
  • Proposing and implementing improved ways of working within the Operations department.
  • Leading initiatives to ensure that our business processes are meeting the criteria to maintain our ISO 9001 certification.

Governance/PMO Activities

  • Reviewing processes and working with Practice Leads where adherence to processes is weak.
  • Onboarding of global new joiners in the Delivery team on ‘The Tryzens Way’ to ensure consistent processes and service to customers.
  • Ensure the business is using the common systems of record and there is a single source of data / information for projects.
  • Holding weekly governance meetings with all Project Managers to review adherence, reporting, Budget Management and general Project Health.
  • Bid Management – Co-ordination across practice leads to support estimation and planning of new deals coming in from the local Commercial Team.
  • Work with the commercial team and practice leads to assess earliest start dates for new projects and ensure that dependencies are clear to enable these.
  • Budget Management – Overseeing of adding/amending Customer Contracts, Change Request’s and Statement of Work’s to our Tryzens Portfolio system to ensure accuracy of tracking.

Leadership/Team Management

  • Develop, mentor and line manage team members within Operations, including regular 1-1s and annual appraisals.
  • Solutioning operational challenges that arise in a timely manner.
  • Responsible for Leading new initiatives and internal projects as required.
  • Ability to troubleshoot, articulate and resolve global issues that get escalated for any aspects that the Operations team cover (i.e. processes, resourcing, Jira, PBI, governance etc.)
  • Leading the department strategy & goal setting.
  • Oversee the necessary activities across the team and ensure that they are completed in-line with expectations & SLA's

Requirements

Essential

  • Advanced Excel user.
  • Strong analytical, interpretation and reporting skills.
  • Excellent people skills, with an ability to work with a wide range of stakeholders.
  • Strong administrative and organisational skills required, as is a focused attention to detail.
  • A proven willingness to learn, a positive service attitude, and an ability to work in a dynamic, high demand work environment.
  • Experience working as an Operations Manager / Project Management Office (PMO).
  • Experience of and advanced use of Project Management & Business Intelligence tools.
  • Proficient in coordinating with globally dispersed teams and vendors across different time zones

Desirable

  • PMP / PRINCE2 certified.
  • Knowledge of eCommerce projects & product lifecycles.
  • Experience working as a Project Manager (ideally in an eCommerce or IT role).
  • Experience in Power BI, process improvement and project governance.
  • Experience in Atlassian tools – Jira and Confluence.

Education & Qualification

Degree educated / equivalent

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