Operation Manager

Description

Summary: This role involves managing client SLAs, forecasting operations, analyzing performance, preparing reports, and coordinating with teams to ensure service excellence. Highlights: 1. Own client SLA management and ensure service-level commitments are met 2. Prepare forecast and coverage plans for daily operations and special events 3. Identify operational gaps, conduct root-cause analysis, and improve processes Account \& SLA Management **Act as the SLA owner for assigned client accounts, ensuring all service\-level commitments are met or exceeded.**Serve as the primary Point of Contact (POC) for clients regarding operational performance, escalations, and service improvements.**Monitor SLA performance daily and initiate corrective actions when deviations occur.** Forecasting \& Coverage Planning **Prepare forecast and coverage plans for daily operations, peak hours, weekends, and special events.**Ensure adequate resource allocation to meet demand during peak periods without compromising service quality or cost efficiency.**Coordinate with internal teams to align workforce availability with forecasted requirements.** Operational Performance \& Issue Management **Identify operational gaps and conduct root\-cause analysis for service failures, delays, or SLA breaches.**Develop, track, and close corrective and preventive action plans in a timely manner.**Continuously improve processes to enhance efficiency, accuracy, and service delivery.** Reporting \& Business Reviews **Prepare and present monthly business review (WBR) reports to internal stakeholders and clients.**Develop and maintain performance scorecards, highlighting KPIs, trends, risks, and improvement opportunities.**Use data insights to recommend strategic and operational improvements.** Stakeholder \& Team Coordination **Collaborate with finance, operations, and support teams to ensure smooth account operations.**Support team members with clear operational guidelines, targets, and performance expectations.**Escalate critical risks and issues proactively with clear mitigation plans.** Pay: From BD750\.000 per month Work Location: In person