Job Title:

Operations Manager

Job Description

Til vårt kundesenter lokalisert ved flotte omgivelser på Glommen Brygge i Fredrikstad, søker vi etter en Operations Manager som vil bidra til å styrke laget, videreutvikle vår avdeling og gjøre oss godt rustet for fremtiden.

Denne rollen vil arbeide konkret ut mot èn av våre norske klienter, hvor vi per idag har ca 80 ansatte totalt på avdelingen.

Jobb beskrivelse

Operations Manager vil primært være ansvarlig for å coache, veilede og utvikle våre teamledere.

Denne stillingen er også ansvarlig for å sikre at klientens servicenivå-avtale og økonomiske forventninger oppnås. Rollen har resultatansvar opp mot aktuell avdeling.

Viktige funksjoner/kjerneansvar

Analysere og vedlikeholde kundeserviceavtaler; implementere forbedringsplaner etter behov.
Sikre optimal inntektsgenerering.
Velge ut, trene, utvikle og administrere prestasjon til direkterapporterende og deres medarbeidere.
Administrere og gjennomgå driftsrapporter (overholdelse av oppmøte, performance reviews, målstyring for klienter, relevante rapporter for målstyring)
Skape og øke verdi av relasjoner med kunder & partnere. Se etter kontinuerlige forbedringsinitiativ for å drive den operasjonelle leveransen & kunderelasjonen.
Gi lederskap og veiledning til direkterapporterende for å sikre konsekvent administrasjon av selskapets retningslinjer og standarder; definere og implementere eventuelle endringer.

Rammer for rollen:

I denne rollen kommer det forventes administrasjon & utvikling av ansatte.
Det kommer også forventes at rollen veileder, fører tilsyn med eller periodevis prosjektleder mindre eller større endringer innenfor teknikk, operative forbedringsinitiativ eller implementasjon av nye system.
Rollen forventes inneha grunnleggende forståelse for skjemaplanlegging og ressursoptimalisering.
Er ansvarlig for mål- og resultat for avdelingens direkterapporterende.
Rollen vil operere med tildelte målsetninger, og bestemmer hvordan ressurser skal brukes for å oppfylle tidsplaner og mål.
Tilpasser avdelingsplaner og prioriteringer for å løse driftsutfordringer. Beslutninger styres av retningslinjer, prosedyrer og forretningsplan; får veiledning fra toppleder og/eller direktør.
Gir teknisk veiledning til ansatte, kolleger og/eller kunder der hvor relevant. Vil ha ansvar for resultater når det gjelder kostnadskontroll, implementasjon av strategier og medarbeidertrivsel.

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The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Ensure optimal revenue generation (instead of maximize)
Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
Create and maximize relationships with client partners
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
Attend business reviews with the client
Handle a team of team leaders

Candidate Profile

Bachelors degree connected to either management, human resource management and/or economics are preferred.
Relevant experience within comparable sector is preferred
Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
Work well under pressure and follow through on items to completion while maintaining professional demeanor
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

NOR Fredrikstad - Kråkerøyveien 2B

Language Requirements:

English, Norwegian (Required)

Time Type:

Full time

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Operations Manager