Senior Operations Excellence Leader

Há 5 dias

Recife, Brasil beBeeOperation Tempo inteiro

Job Summary: We are seeking a skilled Operations Manager to drive continuous improvement in our business processes, enhancing efficiency and quality. This is an exciting opportunity to collaborate with teams to identify process gaps and implement best practices. Main Responsibilities: Provide timely reporting to senior management on key performance indicators (KPIs) and metrics. Plan and implement strategies for account profitability, ensuring alignment with business objectives. Handle client interactions and manage escalations effectively, maintaining high levels of customer satisfaction. Conduct regular reviews with team members and other departments to ensure adherence to service level agreements (SLAs). Monitor daily productivity against service level standards, making adjustments as needed to optimize performance. Perform audit checks on client-defined compliance requirements, ensuring seamless delivery. Coffee and monitor Team Leads and Account Managers in day-to-day operations and people management, providing coaching and guidance when required. Develop continuous learning processes for the team, promoting professional growth and development. Supervise and support team members to ensure delivery meets or exceeds client quality standards. Represent the organization during client visits and reviews, showcasing our commitment to excellence. Lead process re-engineering projects to optimize workflows and reduce cycle times, driving efficiency and productivity. Develop and maintain process documentation, SOPs, and compliance standards, ensuring consistency and accuracy. Partner with stakeholders to implement digital tools and automation for operational efficiency, streamlining processes and reducing manual effort. Monitor KPIs and prepare dashboards to track improvement outcomes, providing actionable insights for decision-making. Conduct training sessions on process excellence methodologies for team members, promoting knowledge sharing and best practices. Required Skills and Qualifications: The ideal candidate will possess a strong knowledge of business process services (BPS) operations and service delivery models, proficiency in process mapping tools and data analysis, excellent communication and stakeholder management skills, and ability to manage multiple projects simultaneously.

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