Sr. Manager, Operations

Job Title:
Sr. Manager, Operations

**Job Description**:
The Sr Manager, Operations provides leadership to managers, supervisors and /or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Documents and administers performance requirements, budget responsibilities, CVAs attainment, attrition management, career pathing for the team process management, among others.
**Essential Functions/Core Responsibilities**
- Accountable for the overall operations and is the single point of contact for Clients to address improvements / issues / escalations.
- Actively participates and supports analysis and strategy to maintain his organization at the highest standards of delivery by quickly resolving gaps to maintain optimal client satisfaction and promote growth.
- Designs and ensures execution of continuous improvement and innovation strategies.
- Participates actively and contriutes to the One Concentrix culture and ensure that all CNX processes are followed up and completed.
- Ensures programs have proficient training, staff development, and effective employee relation/recognition programs.
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Oversee client relationships; facilitate open communications, understand clients’ perspectives/expectations and monitors client satisfaction.
- Analyze and maintain the Performance Standards; implement improvement plans / value adds / process enhancements as needed.
- Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving.
- Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs and make adjustments to meet changing requirements.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support.
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA, and partner to define action plans that resolve issues and drive continuous improvement.
- Operations:

- Single point of contact for all escalations.
- Conduct business reviews, provide analysis of trends, failure points and actions for improvement.
- Identify potential risks in operations and document plans to mitigate/avoid those risks.
- Ensure all task requests from Clients are completed on time.
- Onboarding processes, interface between Concentrix and Clients.
- Implement and coordinate BCPs.
- Analyze volume trends to ensure operational coverage and staffing is adjusted based on trends.
- Handle customer escalations.
- People:

- Retention wise - Develop retention strategies, share and action feedback from all parties to ensure retention levels.
- Coordinate with clients to ensure processes and Customer handling is executed without delays or misses.
- Work with Operations Managers/ Operations Leads to document training sessions for employees.
- Plan hiring and staffing requirements.
- R&R and EE activities.

**Location**:
CRI San Jose - Jacks

Language Requirements:
Time Type:
Full time
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