Senior Operations Manager (m/f/d)

at  TELUS Digital

We are looking for an experienced Senior Operations Manager to lead our Essen organization, serving as the primary point of contact for client collaboration, driving project success, and ensuring operational and financial targets are met while fostering a culture of continuous improvement and employee development.

• Collaboration enhancement with the client as the main POC in representation of the Essen organization.
• Ensuring achievement of the project and company goals in close cooperation with the TELUS partner management
• Full accountability over reaching set operational and financial targets.
• Responsibility over Training, Quality and Operations deliveries
• Establishing and leading Competence Development Framework ensuring continuous development of Operations and their subordinates
• Proactively identifying and developing concepts to ensure client oriented solutions
• Building aligned and collaborative environment within internal units
• Implementation of the internal procedures ensuring synergies between client expectations and employee satisfaction
• Disciplinary responsibility for and guidance of the operational managers in the project
• Advice and support for the operational teams with the aim of increasing client satisfaction by achieving compliance of SLAs, productivity and employee performance (KPI management)
• Responsibility for reports within the project and implementation of corrective measures
• Building strong relationship with other department units ensuring clear understanding of the Operations priorities
• Ensuring process alignment and continuous improvement mentality across all Operations department