Operations Manager

at  Auxilium Services

The Operations Manager is responsible for overseeing and managing all operational aspects of the organization to ensure efficiency, productivity, and compliance with company policies and procedures. This role involves strategic planning, resource allocation, process improvement, and team leadership to achieve operational excellence.

Client Management and Growth:

• Cultivate strong relationships with clients to understand their needs and expectations.
• Identify opportunities for upselling, cross-selling, and expanding services to existing clients.
• Collaborate with sales and marketing teams to attract and onboard new clients.
• Implement MBR’s for our top 10 clients and QBR’s for our remainder

Survey Implementation and Analysis:

• Implement client satisfaction (CSAT) and supported employee satisfaction (ESAT) surveys to measure performance and identify areas for improvement.
• Analyze survey results to drive actionable insights and enhance overall satisfaction levels.
• Regularly communicate survey findings and recommendations to relevant

Issue Management and Resolution:

• Serve as the primary escalation point for client and operations issues, ensuring timely and effective resolution.
• Manage the end-to-end operational process, proactively communicating with clients to provide updates and manage expectations.
• Identify and implement solutions for recurring issues, driving continuous improvement and preventing future operational challenges.

Partner Management:

• Roll out and Ensure service level agreements (SLAs) with partners are met or exceeded.
• Foster strong relationships with partners to enhance collaboration and efficiency.
• Address any issues or concerns raised by partners promptly and effectively.

Compliance Management:

• Ensure all entities within the organization possess required licenses and adhere to relevant regulations.
• Continuously assess and optimize the entity structure for operational efficiency and compliance.
• Stay abreast of changes in regulatory requirements and implement necessary adjustments.

ISO 9001 and GDPR Adoption:

• Support the implementation and maintenance of ISO 9001 quality management systems.
• Facilitate compliance with General Data Protection Regulation (GDPR) requirements across all operations.
• Provide guidance and resources to ensure adherence to ISO 9001 and GDPR standards.

Knowledge Base Development:

• Develop and maintain comprehensive knowledge base with AI functionality to establish the organization as a market leader in GCC (Gulf Cooperation Council) knowledge.
• Curate relevant information and insights to empower teams and enhance decision-making.
• Promote knowledge sharing and continuous learning across the organization.

stakeholders.

Collaboration with CTO:

• Work closely with the Chief Technology Officer (CTO) to ensure continuous improvement of the organization’s platform.
• Provide input and feedback on technological enhancements to meet operational needs and client expectations.
• Facilitate effective communication and alignment between operations and technology teams.

Platform Adoption and Optimization:

• Drive client and supported employee adoption of the organization’s platform through targeted initiatives and support.
• Monitor usage metrics and identify opportunities to optimize platform performance and functionality.
• Collaborate with product development teams to prioritize feature enhancements based on client feedback and market trends.

Standard Operating Procedures (SOPs) Development:

• Develop and document standard operating procedures (SOPs) to streamline processes and ensure consistency.
• Regularly review and update SOPs to reflect changes in business practices, regulations, or technology.
• Provide training and support to ensure widespread adoption and adherence to SOPs.

Efficiency Enhancement:

• Identify opportunities for process optimization and efficiency improvements across all operational functions.
• Lead initiatives to implement best practices, automation, and other efficiency-enhancing measures.
• Monitor key performance indicators (KPIs) to track progress and measure the impact of efficiency initiatives.

Internal SLA Monitoring:

• Develop, maintain, and monitor internal service level agreements (SLAs) to ensure operational excellence.
• Collaborate with cross-functional teams to set realistic SLA targets and ensure alignment with business objectives.
• Implement systems and processes to track SLA performance and address deviations promptly.

Team Leadership and Development:

• Provide leadership and direction to the operations team, including setting performance objectives and conducting regular performance evaluations.
• Foster a culture of collaboration, innovation, and continuous improvement within the operations department.
• Identify training and development needs for team members and facilitate appropriate learning opportunities.

Reports into: COO
Direct team management: EoR CSM’s
Dotted line management: Blue Collar and Freelancer CSM’s/Operations team
Internal Stakeholders: Head of Growth, Finance Manager, CT

Please refer the Job description for details