Delivery Operations Associate Manager

Service Delivery Ops Lead Manager

Operations Manager, Client facing role working with a large team of professionals. You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team’s strategy, forecasting and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.

Main Responsibilities/Accountabilities

• Responsibility for maintaining and developing key client relationships
• Responsibility and ownership for the delivery of service and service metrics to client
• Responsible for supporting quality programs
• Responsible for embedding new processes and workflows into the team
• Drive continuous improvement and value add initiatives
• Responsibility for meeting the obligations established within the contract
• Responsibility for assessing and implementing change, strategic directions
• Ensure process documentation complete and robust
• Coaching, developing and managing team members
• Ownership of serious issue resolution and escalation management
• Allocating resources and responsibilities across the team to deliver business results and develop team members
• Responsibility for team members’ formal evaluation processes including career development, salary review and performance management

Required Skills and Experience

• 6+ years’ experience managing teams in an outsourced / operations environment with multilingual teams
• Trust & Safety experience - mandatory
• Management of large teams
• Multi party management i.e. subcontractors, client, other vendors etc.
• Demonstration of ability to meet SLA’s / metrics
• Revenue / financial management
• Strong organisational, multi-tasking, and time-management skills
• Excellent negotiation, influence, mediation and conflict management skills
• Excellent business acumen
• Creativity – focused on service improvement opportunities
• Change Management experience
• Ability to work in a process-driven high demand environment
• Service focused with ability to meet targets on a continuing basis
• Ability to be flexible and work analytically in a problem-solving environment
• Excellent communication (written and oral) and interpersonal skills
• Strong supervisory, coaching and project management skills
• Ability to manage multiple simultaneous activities across different business activities
• Delivery focus
• Proven focus on Continuous improvement and adding value to clients
• Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion and sensitivity
• Excellent English Level