Operations Manager I C2

Job Description

Holds an important role in overseeing and optimizing service delivery processes within the organization. Responsible for delivering services as per assigned scope, managing Client relationships and ensuring adherence to quality standards. Fosters a culture of continuous improvement, employing process and technological proficiency and effective communication to drive service excellence. Participates in transformation projects, ensuring alignment with service delivery objectives, and facilitating proper integration of processes and technologies.

Job Description - Grade Specific

Role Overview: • Provides services according to the Service Delivery scope to meet specific KPIs • Demonstrates and promotes organizational vision and values • Acts as a stakeholder partner and enabler • Maintains a cross-functional cooperation with Stakeholders • Ensures service delivery activities comply with procedures, policies, laws and regulations • Actively participates in cross-regional exchange of knowledge, best practices and enhancements • Demonstrates P2P process knowledge • Provides support and mentorship to junior service delivery professionals • Executes improvement initiatives to achieve overall Team efficiency General Responsibilities / Accountabilities: • Ensures the daily activities are fulfilled properly and timely in accordance with procedures and KPI targets • Demonstrates knowledge of processes and procedures relevant to the function • Follows strategic and operational objectives aligned with organizational goals • May monitor the service delivery process to ensure successful operations and optimal outcomes • Handles complex inquiries/escalations demonstrating professionalism, competence, and client-centricity • Contributes to development and implementation of operational procedures • Develops and maintains relationships with Stakeholders/Clients • Contributes to budget reviews • Maintains cross-regional cooperation to keep operations aligned • Provides guidance and proactively shares knowledge on P2P and Service Delivery procedures with junior professionals, promoting a collaborative working culture • Cooperates with cross-functional teams to improve tools and systems in use • Supports and executes transformation projects • Enforces all procurement policies, relevant procedures and compliance processes • Continually strives to simplify, standardize and improve servide delivry processes • Continually seeks out ways to improve Stakeholders/ Client satisfaction • Actively involved in transformation projects activites

Skills (competencies)