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Operations Manager
2 months ago
- Client facing ViaPlus representative to the customer’s executive and project personnel
- Communicates regularly with both technically and non-technically to ViaPlus executives and junior personnel
- Presents project related data and reports to ViaPlus executives and senior management
- Responsible for providing support to business operations
- Plans, organizes, directs and controls transaction processing operations
- Ensure client KPI targets are achieved through the proper execution of performance metrics as it relates to productivity, quality, safety, and customer service.
- Ensure customer service request are resolved within SLA and through proper channels
- Create and analyze daily reports to manage and improve overall site performance
- Ensure performance plans are maintained and continuously updated
- Ensure workforce is flexible and can meet variation in workflow both in short term and long-term planning
- Improve quality of service, increase efficiencies through sustainable and innovative continuous improvement initiatives
- Provides direction to staff members in resolving problems
- Adapts departmental plans and priorities to address resource and operational challenges
- Provides resolutions to a diverse range of complex problems using data and analysis
- Develops departmental plans, including business, production and/or organizational priorities
- Interprets internal or external business issues and recommends solutions/best practices
- The operations manager coordinates a fully distributed workforce and coordinates daily business operations, ensuring collaboration across departments and strategically implement solutions
- Superior customer service, maintaining professional relationships with team members and clients with a commitment to quality service
- Develops departmental plans, including business, production and/or organizational priorities
- Oversees system enhancements/modifications and outsourced services, including but not limited to manual image review, industry specific software, technology and general maintenance
Job Requirements:
- Bachelor’s degree in business or related field
- Self-Directed Professional with at least 5 years in business management experience
- Strong organizational abilities, including planning, delegating and business processes
- Attention to detail and problem-solving skills
- Excellent written and verbal communication skills
- Proven experience managing a remote workforce and operating efficiently in a virtual environment
- Demonstrated ability to oversee and collaborate with staff
- Knowledge of office management system and procedures
- Excellent time management skills and ability to prioritize work to meet all deadlines
- Proficiency in MS Office
- Proven ability to identify talent, coach others and develop staff
- Ability to take ownership and responsibility
- Ability to adapt to changing requirements
