Operations Lead
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Job Description
Operations Lead managing BPO delivery operations and customer experience for Otonomee’s OURA partnership. Leading teams, client relationships, performance targets, projects, budgets, and service improvements.
Responsibilities:
- Manage and support OURA as a partner
- Lead delivery operations and meet client contact and service delivery requirements
- Build relationships with senior client management and internal stakeholders
- Ensure operational performance and a strong customer experience
- Act as a key point of contact for partners and attend partner meetings
- Allocate resources effectively to deliver department services and activities
- Maintain and update relevant documents and materials
- Create weekly, monthly, and quarterly operational and business reviews for clients
- Own weekly, monthly, and quarterly deliverables for internal and external stakeholders
- Manage and develop employees, including performance standards, motivation, and professional development
- Develop, monitor, and review policies, processes, and procedures
- Embed performance culture, frameworks, and review processes to achieve service levels and targets
- Identify opportunities for improvement across Process, People, and Technology
- Liaise with internal and external stakeholders to plan and deliver best practices
- Handle escalations and ensure positive customer resolutions
- Assist with interviewing, hiring, and training candidates
- Lead individual projects, department projects, and initiatives aligned with strategic objectives
- Manage contract change control, budgets, billing, forecasting, and financial risk
Requirements:
- Minimum of 5 years' experience leading a support function or managerial position within the BPO industry
- Excellent intellectual and analytical ability
- Ability to take ownership of issues and communicate effectively with clients and colleagues
- Confidence and knowledge to provide constructive feedback to the team and customer
- Ability to rapidly assimilate and digest volumes of information
- Strategic thinking and ability to lead toward organisational goals
- Excellent written and verbal communication skills
- Highly organised with a systematic approach and excellent attention to detail
- Ability to work under pressure, prioritise, and handle a significant workload
- Ability to work in partnership with Operations and support teams to provide customer feedback and resolve requests promptly
- Ability to manage customer communications during service events, including communication with senior leadership
- Excellent presentation skills
Benefits:
- A competitive salary
- Equipment provided
- Home office allowance
- Online Gym and Wellbeing Studio
- The opportunity for professional growth
- Fun company events and team outings
- Autonomy and Responsibility
- Permanent work from home arrangement
- Travel to meet partners where necessary
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