SUMMARY: The Operations Manager I 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.
• Analyze and maintain all Client Service Level Agreements; implement improvement
plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e.
data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Create and maximize relationships with client partners
• Manage and review operational reports (Attendance adherence, PFP, Client
scorecard, Metrics management reports)
• 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
• 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
• Handle a team of team leaders
