Manager - AD Operations - BPO/ITeS

Job Description:

Reporting to the Operations Head, the Manager will lead a team of Team leaders and Associate Managers. He/She is accountable for achieving key company objectives while ensuring an exceptionally high level of service and creating a positive work environment. The Manager will also play a key role in building a customer-centric team by scaling and coaching the team and improving our processes through constant innovation.

Responsibilities:

Operations - 50%

- Oversee overall planning and performance

- Ownership for overall delivery of service level components, quality and productivity targets

- Define success metrics, establish productivity, quality, and customer-service standards, determine operational strategies

- Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- Improve operational systems, processes and policies to build efficiency - analyse workflows, identify waste and inefficiency and implement corrective actions

- Anticipate Operational risks and proactively define action plans to mitigate them

- Oversee the planning and scheduling functions and suggest improvements to ensure we meet our SLAs

- Explore new business/revenue opportunities within the existing client base

- Coordinate and manage assigned capability roles

- Responsible for development and administration of account P&L

- Lead daily Operations by organizing huddles and planning team wide communications

- Facilitate coordination and communication between support functions.

- Collaborate with the Quality management team to identify and alleviate bottlenecks and friction points

- Contribute to and oversee short and long-term organizational planning and strategy

- Lead bi-annual ramp-ups, including recruiting, on-boarding, training, coaching, and off-boarding

Process improvement - 20%

- Lead customer care operations by implementing continuous improvements in order to reduce cost and improve quality

- Research and recommend new technologies to increase efficiencies and capabilities

- Collect data, build and present business cases to senior management

- Represent Customer experience during the end-to-end implementation of new tools and features, working closely with various stakeholders

Leadership -30%

- Supervise, coach and train a team of team leaders in order to improve effectiveness, efficiency and personal growth

- Conduct performance reviews and establish development plans

- Monitor team workload and KPIs

- Employee engagement and retention

- Act as an escalation point for complex cases

- Build strong relationships with client counterparts

- Being a key point of contact for internal and external clients

Qualifications:

- Bachelor's degree in Business, Engineering, Marketing, or a related field, MBA an asset

- A minimum of 8-10 years experience in a similar management role

- A minimum of 3-5 years experience in an OM role managing a team of 75 people or more

- Managed multiple projects at the same time

- Experience working on Ad Operations / Ad Sales projects would be preferred

- Hands-on experience in setting and managing budgets

- Advanced knowledge of Microsoft Excel and the Google Suite

- Excellent written and verbal communication skills

- Experience applying Lean and Agile methodologies and tools in a service environment

- Previous experience successfully implementing new tools and technologies

- Previous experience successfully managing a remote team, an asset

Skills:

- Highly analytical and detail-oriented

- Proven ability to manage high volume of requests of various complexity, prioritize, plan, and delegate.

- Proven ability to manage and lead large-scale projects

- Team player with solid leadership skills and a capacity to develop leaders

- Experience using Zendesk or other ticketing software systems, an asset