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Regional Operations Executive
2 months ago
We are collaborating with a prominent Recruiting Process Outsourcing firm seeking to appoint a Regional Operations Executive for their esteemed client.
Job Overview: Director of Operations
SUMMARY
Accountable for managing operations across 5-8 client sites with revenue ranging from $20 million to $35 million.
The role necessitates the Director of Operations to maintain a close working relationship with each service team and establish a strong rapport with all clients at the management level.
The Director of Operations should be well-versed in all tasks and activities within each office to provide support when required.
Financial oversight and budgeting responsibilities fall under the purview of the Director of Operations, including the execution of quarterly Quality Control audits.
The Director of Operations is responsible for training new managers and equipping them with the necessary tools to enhance service quality. This may involve maintaining and quality-checking schedules, frameworks, Standard Operating Procedures, and conducting quarterly Executive Reviews.The Director of Operations will engage in periodic action plans with each account to stay informed about activities and service standards consistently.
Accountable for ensuring data integrity across all relevant systems related to client operations.ESSENTIAL DUTIES & RESPONSIBILITIES
Client Contract Management:
Collaborate with the service team and the client to ensure adherence to the contract terms.
Supervision of Direct Reports:
Provide leadership and follow-up to ensure that Service Team members uphold the high service standards established for the account.
Enhance Knowledge of Internal Products and Services: Cultivate an understanding of internal products and services relevant to the Director's accounts and others.
Stay updated with changes in proprietary software essential for the account's success.Support Account Growth:
Identify opportunities to expand business at the account by collaborating with account managers to deliver additional services.
Project Delegation:
Assign project responsibilities within the area/region and follow up to ensure thorough completion of strategic projects.
Training:
Facilitate training for new managers in the area/region. Identify training needs and prepare actionable steps for implementation.
Service Team Decision-Making & Feedback:
Through regular action plans and site visit observations, provide ongoing feedback to account managers regarding service quality.
Assist in making decisions concerning personnel changes at the accounts.Support for Account Managers:
Offer assistance wherever managers require it.
This may encompass consulting on recruitment, financials, forecasting, challenging client or associate issues, team staffing, risk management/safety, payroll, and billing.
Financial Oversight:
Guide lead managers in preparing annual and monthly forecasts; review and adjust forecasts and budgets as necessary.
This includes proactive decision-making to identify cost-saving alternatives and enhance efficiency.Quality Control:
Conduct quarterly Quality Control audits and devise action steps for improvement.
Maintenance of Standard Operating Procedures:
As part of ongoing management, it is crucial to evaluate and uphold the validity of all SOPs in the field.
Conduct annual evaluations of managers and supervisors, including negotiating pay increases.Client Satisfaction Management:
Review periodic client satisfaction surveys and oversee initiatives for improvement. Address individual client concerns when escalated, and engage regularly with executive clients to ensure ongoing satisfaction.
Reporting on Client Engagement:
Maintain updates on regular client interactions and entertainment activities that occur on and off-site. The Director of Operations should attend functions whenever feasible for visibility.
COMPETENCIES: Analytical, Problem Solving, Project Management, Customer Service, Interpersonal Skills, Oral Communication, Change Management, Delegation, Business Acumen, Cost Consciousness, Diversity, Judgment, Professionalism.
Qualifications:
Education/Experience: Bachelor's degree (B.A.) required; previous experience in high-volume staffing is essential; operational management experience, including budgeting; basic computer skills (MS Office, Excel, PPT, and Word).
Language Ability: Capable of effectively presenting information and responding to inquiries from groups of managers, clients, customers, and the general public.
Math Ability: Proficient in calculating figures and amounts such as discounts, interest, commissions, proportions, and percentages.
