Senior Operations Manager

Há 6 dias

Curitiba, Paraná, Brasil Wipro Digital Operations And Platforms Tempo inteiro
Job Description

Role: Senior Delivery Manager - Ad Sales

Key Responsibilities:

  • Manage the overall performance and governance of Statements of Work (SOWs) in collaboration with Vendor Account Managers.
  • Oversee day-to-day operations in accordance with SOW requirements and Service Level Agreements (SLAs).
  • Promptly identify and resolve service delivery issues, implementing preventative measures as needed.
  • Manage transitions during setup or expansion phases.
  • Establish the necessary infrastructure for service delivery, including technology, financial, human resources, security, facilities, and communication resources.
  • Coordinate with stakeholders as required.
  • Implement service delivery processes and Service Level reporting mechanisms.
  • Provide exceptional people management, mentorship, and career development to team members, including managers and representatives, to achieve low attrition levels and high employee engagement.
  • Drive Operations teams to deliver continuous improvement and productivity/quality gains.
  • Identify and escalate business risks to clients in a timely manner.
  • Analyze data to identify trends in customer needs or behavior patterns that may require changes to business processes.
  • Develop and implement new processes or procedures to improve efficiency or quality of service.
  • Collaborate with other departments, such as marketing, sales, or human resources, to ensure customers receive appropriate attention.
  • Conduct regular meetings with clients to ensure satisfaction with service standards.

Critical Skills:

  • A dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to handle rapid change and ambiguity.
  • A strategic thinker with strong analytical and problem-solving skills.
  • A very strong level of English, both written and verbal.
  • Able to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members.
  • Adaptable and energized by a fast-paced environment.
  • University Graduate or above.
  • 14+ years of experience in operations in the Social Media industry.
  • 7+ years of people management experience, including managing leaders, and a strong desire to develop team members.

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