The Operations Lead is responsible for monitoring business operational activities and contributes to the effective production of products and/or provision of services. This position supervises day-to-day activities to ensure efficient service that meets the expectations and needs of customers and clients/partners.
Manages overall operations and is responsible for the effective and successful management of resource, productivity, quality control, and service level agreement as established and set for the Managed Services Group.
Serves as a company representative on issues.
Enhance the procedure, systems, and principles in the areas of service and operations management and looks for opportunities to expand services.
Carry out supervisory responsibilities in accordance with the company’s policies and applicable laws.
Recruit, select, train, assign, schedule, coach, counsel, and discipline team members
Communicates job expectations; planning, monitoring, appraising, and reviewing job contributions
Contributes operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
Develops operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving the product, equipment utilization, inventory management, and shipping
Analyzes process workflow, employee and equipment requirements; implement changes
Serves as the primary point of contact when there are customer issues related to quality, customer service, or accidents, and mishaps.
Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
Works closely with Service Delivery Manager and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.
Communicate all operating policies and/or issues Other job-related activities that may be assigned from time to time.
At least graduate with a Bachelor’s or Master's Degree in IT, Computer Science, Engineering, or any related course. Information Technology Infrastructure Library (ITIL®) certification a plus.
Related Work Experience
At least 3+ years of experience in Operations Management (MS)
At least 4 years of experience in a technical development and support team.
Experience maintaining and managing cloud-based solutions
Mobile product/service development experience is a plus
In-depth knowledge in the following:
Exposure with various enterprise/consumer products/services/solutions and the technology behind them.
Must have excellent client management skills, team management, conflict management, business negotiation.
Must have the ability to multi-task and good time management skills
Must have strong interpersonal and organizational skills.
Ability to work independently with minimum supervision and with a cross-functional team.
Ability to lead a small team and/or project.
Must be adept to work in a fast-paced environment.