Operational Management:
- Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.
- Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction
- Ensure adherence to established policies, procedures, and service level agreements (SLAs).
Team Leadership and Development:
- Lead, mentor, and develop Operations leaders and staff, fostering a positive and collaborative work environment.
- Conduct regular performance reviews for Senior leadership, provide feedback, and create development plans for team members.
Client Relationship Management:
- Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.
- Build and maintain strong client relationships to ensure long-term satisfaction and retention
- Regularly communicate with clients to provide updates on performance and discuss potential improvements.
Strategic Planning and Execution:
- Develop and implement operational strategies to achieve business goals and drive continuous improvement.
- Collaborate with executive management to set objectives and develop plans to achieve them.
- Identify opportunities for process optimization and cost savings.
Compliance and Risk Management:
- Ensure compliance with all regulatory requirements and internal policies.
- Identify and mitigate operational risks to protect the company and clients.
- Conduct regular audits and implement corrective actions as needed.
Reporting and Analytics:
- Prepare and present regular reports on operational performance, client satisfaction, and financial status
- Utilize data and analytics to identify trends, make informed decisions, and drive improvements.