MantraCare - Manager - Operations

Strategy:

- Contribute to the creation of the short and long-term Business Unit (BU) strategy in collaboration with relevant stakeholders and execute agreed strategies

- Contribute to the development of their respective business unit's client service proposition and service delivery strategy

Operations Management/Operational Effectiveness:

- Ensure operational activities are delivered per the agreed service level agreement

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Deliver and contribute assigned operational programs, projects and/or services which are of significance to the BU

- Align with the Simplify, Grow, Transform organizational strategy to deliver continual improvement in areas such as risk, compliance, quality, and productivity.

- Build and foster high quality relationships with internal / external stakeholders

- Proactive approach to identifying stakeholder needs, as well as discussing, developing, and delivering potential solutions

- Ensure team adheres to compliance / statutory requirements and operates within the guidelines of internal & external regulators

- Collaborate with other teams to improve client satisfaction

- Proactive review of process risks and ensure adequate controls are in place

People Management/ Development:

- Develops effective succession planning for oneself and all critical roles within the team

- Develops line managers through coaching and team building while serving as an escalation point for operational issues and complaints

- Work with Human Resources to manage talent recruitment, development and retention requirements for the business unit

- Conduct periodic and annual performance reviews for all direct reports

- Build and develop inclusive & diverse teams

- Technology proficient with prior experience in RPA/NON-RPA automation, Process/Solution design & business development/transformation preferred

- Critical thought process, analytical & strategic skills

- Demonstrated leadership and vision in managing teams and major projects or initiatives

- Excellent interpersonal skills and a collaborative management style