Deskripsi Pekerjaan
Join our dynamic team as an Operations Manager and drive business excellence in a fast-paced, AU-focused environment. We're seeking a strategic leader to optimize operational workflows, enhance team performance, and implement process improvements that fuel sustainable growth. This pivotal role requires a proactive professional who can navigate complex challenges while maintaining exceptional service standards for our Australian client portfolio.
You'll spearhead cross-functional initiatives to streamline operations, reduce inefficiencies, and elevate customer satisfaction metrics. The ideal candidate will bring a blend of analytical rigor and hands-on leadership to mentor teams, resolve operational bottlenecks, and align processes with organizational goals. If you thrive in results-driven settings and possess a passion for transforming operations into competitive advantages, this opportunity is your next career-defining step.
Tanggung Jawab
- Lead, mentor, and optimize performance of 15+ member operations team
- Design and implement process improvements targeting 20%+ efficiency gains
- Monitor KPIs including SLA compliance, resolution rates, and operational costs
- Develop AU market-specific operational strategies aligned with business objectives
- Coordinate with cross-functional teams to ensure seamless service delivery
- Conduct root cause analysis for service disruptions and implement corrective actions
- Drive continuous improvement initiatives using Lean and Six Sigma methodologies
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- 5+ years progressive experience in operations management, preferably in BPO/CX sector
- Proven track record in process optimization and team leadership
- Strong analytical skills with proficiency in data-driven decision making
- Australian market knowledge or AU client exposure highly desirable
- Advanced certification in Lean Six Sigma or Project Management (PMP)
- Exceptional communication skills with ability to influence stakeholders at all levels