Job title: Operations Manager
Job type: Permanent
Emp type: Full-time
Salary type: Monthly
Location: Moka
Job published: 18/11/2022
Job ID: 40266
Contact name: Martine Leung

Job Description

Our Client a well-established multinational company is looking for an Operations Manager

Overall Purpose Of The Job:

  • The Operations Manager is responsible for the operations and service delivery in accordance with client contract and expectations and in line with the established systems, policies and procedures.
  • This position is responsible for building and maintaining efficient delivery of services to allocated clients, ensuring that systems and human resources are in place to meet the changing needs of the business.
  • The Operations Manager will also closely liaise/interact with the client’s direct operational contact person(s) to ensure services are delivered as per contract and to build relationships.
  • This position will also function as a primary escalation point from clients on service delivery failures and to ensure appropriate action taken.

Key Responsibilities:

Platform Management

  • Take responsibility for the overall service delivery of the cases for clients allocated to you, particularly in relation to the application and monitoring of contractual requirements as well as internal policies, procedures and standards.
  • To drive and ensure all cases are handled with speed and excellence with emphasis on meeting expectations on Key Performance Indicators defined as per the Client per contract.
  • To ensure that services provided to the Client’s employees fall under the scope of the contract and that additional costs are identified and approved by Client before issuing a guarantee of payment.
  • Compile records and statistical information both internally & externally where appropriate.
  • Inform and agree on course of action with the operations manager of any material issues relating to:
  • Performance failure.
  • Non-compliance or breach of code of Conduct.
  • Violations of Standard Operations Procedure.
  • Establish and maintain effective relationships with both internal and external customers and providers.
  • Attend client meetings as required.
  • Involvement with new client implementations and roll outs as required.
  • Manage the relationships with other stakeholders.
  • To provide after-hours rostered on call support to Customer  Executives for difficult client queries.
  • Maintain daily billing schedule and ensure complete and maximum case fees billed per allocated client billing protocol per month immediately.
  • Maintain Prague billing queries to Operations to a maximum of 10% per invoice processed.
  • Escalate to relevant stakeholders to ensure Provider invoices are paid timeously.
  • Design, draft and reengineer operations processes to enhance delivery efficiency and oversee the management of and compliance of service delivery to the processes and client contracts.
  • Ensure that standard operating procedures are up to date and in place.
  • Escalate new requirements from existing clients to the Senior Operations Manager to ensure that correct action takes place.
  • Monitor and manage the use of in-house IT Systems and external services in order to maximise profitability of the services without compromising the standard of service.

Compliance, Governance and Risk

    • Pre-empt customer complaints and be the point of escalation for client issues and complaints.
    • Acknowledge client complaints within 2 hours on working days and manage the investigation and response into the complaint, within 48 working hours.
    • Ensuring complaints are loaded on system.
    • To escalate areas of concern or legal risk as and when identified.
    • Ensure corporate requirement of call reviews and case audits are completed each month.
    • Ensure corporate requirements of case and call review calibrations for TL evaluations are completed on a monthly basis.

Stakeholder Relationship Management

    • Function as the first point of operational client interface for day-to-day escalations and review of services.
    • Attend or Chair client conference calls weekly/monthly or as required at timeframes suitable to our clients time zones.
    • Attend monthly management team conference calls with clients.
    • Coordinate all aspects of delivery components to meet contract deliverables.

People Management and Development

    • Responsible for operational leadership of the allocated client teams and building an effective, high performance team.
    • Manage all employee related matters (TL) allocated to your clients, including dealing with matters relating to employee conduct, performance management, training needs and participating in performance reviews.
    • Collaborate with the Quality Assurance team to identify service quality issues and to maximise the benefit received from training and quality initiatives to improve service delivery.
    • Work with the other key employees of the management team including medical managers and ensure that there is open and constructive communication across the organization.
    • Understanding and commitment to client satisfaction and meeting the Key Performance Indicators.
    • Manage the implementation and compliance the Key Performance Indicators for the team employees on a regular basis.
    • Monitor and ensure that the Team Leader and AOM’s allocate workload appropriately
    • Assist with recruitment, general management activities and development of staff. (TL, Customer Service Executive and Administrators).
    • Address team member discipline and poor performance issues.
    • Complete annual performance reviews on direct reports in line with performance management policy.
    • As part of the process ensure that all team members are clear on their KPI deliverables.
    • In conjunction with the Head of Learning and Development, create succession plans for the key team employees in the team.

 Required Skills and Knowledge

  • Excellent negotiation, presentation and communication skills.
  • IT literate and proficient in the usage of computer software including Microsoft Outlook and Word, and experience working a database is preferable.
  • Basic understanding of financial and budgetary models.
  • Problem Solving skills.
  • Project Management skills.
  • Inter personal management skills.
  • Able to communicate at all levels.

Required Work Experience

  • Minimum of five years of operational experience in a services company.
  • Minimum of 3 years of direct responsibility for producing client deliverables and managing client relationships.
  • Proven experience in leading and managing an operational service delivery team.
  • Experience with complaint handling and service level management.
  • Proven ability to communicate effectively and act with internal and external stakeholders.
  • Track record of producing results both independently and as part of a team.
  • Excellent written and spoken English.

Proactive reserves the right:

To call only the shortlisted candidates for interview.

Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.