Operations SDL Manager

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  • Location:
  • Salary:
    negotiable / month
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  • Posted:
    9 hours ago
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Operations SDL Manager

Client facing role working with a large team of professionals (over 50 people). 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. 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
Management of large teams (upward of 50 people)
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
Strong Communication skills
Excellent negotiation, influence, mediation and conflict management skills
Excellent business acumen
Creativity – focused on cost reduction/ 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.
Six Sigma Green Belt Certification
Excellent English Level