Operations Manager

3 weeks ago

Dublin, Dublin City, Ireland Covalen Solutions Full time

We are looking for energetic and enthusiastic candidates for the Operations Manager role.

The Operations Delivery Manager (OM) is accountable for the successful delivery of one or more business units as per the Statement of Work on behalf of Covalen. The OM must work with partners and all areas of the business to drive performance, productivity, quality, and cost objectives for the site.

The OM must budget, plan, identify and minimize business risk. The OM must ensure P&L accountability for their business and implement changes to enhance the delivery.

Duties and Responsibilities

  • Manage the overall performance and governance of the Statements of Work in conjunction with Senior Management.
  • Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW.
  • Prompt identification and resolution of Service delivery issues including implementation of preventative measures.
  • Transition management during set up phase or expansion phases.
  • Establish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources.
  • Install all service delivery processes and service Level reporting mechanisms.
  • Provide exceptional people management, mentorship and career development to members of your team, including managers, team leaders and reps, achieve low attrition levels and high employee engagement.
  • Flag, escalate and proactively manage business risks/incidents timely to the Client and Senior Management.
  • Develop and build a strong trusted relationship with the Client on specific markets and with Vendor Management team.
  • Drive Operations teams to deliver continuous improvement, productivity targets, and quality gains and proactively plan for growth or upcoming changes.
  • Work in conjunction with other leaders in the operations teams across multiple shifts and become an expert and be an escalation point of contact for specific teams, markets and regions.
  • Ensure continuity of service and communication across 24 shift model.
  • Develop capacity management plan for teams and overall delivery.
  • Ensure succession planning in place for core roles within the organization.
  • Ensure Learning & Development plans are in plan for all operations team members.
  • Work with support functions to ensure overall delivery of business needs.
  • Manage budget and ensure overall successful financial management.

Client Relationship

  • Experience in hosting and managing Client Meetings.
  • Past experience of building partnerships with Clients.
  • Excellent written and oral communication skills.
  • Ability to negotiate, influence and gain agreement from others.
  • Demonstrates high level of customer satisfaction in previous positions.
  • Experience of Process and Matrix Managed Environment.

Operational Management

  • Ability to set and achieve targets.
  • Proven track record of meeting and managing deadlines.
  • Excellent knowledge of influencing and meeting KPI's and targets.
  • Understanding of the drivers of operational performance
  • Ability to build effective relationship with peers, managers and directors.
  • Ability to produce and trend reports.
  • Ability to use one's own initiative to drive improvements.

People Management

  • Confidence in one's own abilities
  • Ability to lead by example
  • Capable of managing and mentoring middle management level.
  • Strong motivational skills
  • Ability to inspire confidence in others
  • Previous experience in managing large numbers of staff
  • Knowledge of all aspects of HR management
  • Proven track record of managing within budgets
  • Ability to identify areas for reduction in costs
  • Past experience in improving profitability
  • Capable of understanding financial reports and producing same
  • Knowledge of all aspects of Financial Management
  • Confidence in working with Finance Manager

Project Management

  • Past experience of working as part of a project team
  • Ability to meet deadlines
  • Ability to find skills in others to ensure success of projects
  • Drive and determination to successfully complete projects within costs and deadlines.
  • Proficiency in Microsoft office suite
  • Excellent attention to detail
  • Be proactive and able to work in a fast-paced environment
  • Be a Leader as well as a good team player
  • Ability to efficiently work to specified delivery deadlines
  • Be flexible, adaptable and innovative
  • 3+ year of experience at Team Leader level or 1.5+ years as Operations Manager.
  • Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity.
  • Strategic thinker with strong analytical and problem-solving skills.
  • Excellent communication skills, directly with clients an advantage.
  • Strong desire to develop team leaders.
  • Experience working in a vendor/outsourcing model.
  • Empathy for the Client community and passion to create an exceptional experience and provide outstanding support.
  • Adaptable and energized by a fast-paced environment.
  • 3+ years of experience in operations, preferably in technology industry.
  • Position opened for day and evening shift, but must be flexible to work at different shifts if/when it is required by the company.
  • Location: Sandyford (D18), this is an office job.

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Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Management
  • Industries Outsourcing and Offshoring Consulting

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