Enshored
- Senior Operations Manager
Senior Operations Manager
Operations · Pampanga, Philippines
Job description
Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
Job Overview:
As a Senior Operations Manager, you will play a pivotal role in shaping and executing the operational strategy of our organization. You will oversee multiple facets of operations, mentor a team of managers, and drive continuous improvement initiatives to enhance efficiency and client satisfaction.
Strategic Leadership:
- Provide strategic direction for the overall operations, aligning with organizational goals and client expectations.
- Collaborate with senior leadership to contribute to the development and execution of company-wide strategies. Team Leadership and Development:
- Lead and mentor a team of Operations Managers, fostering a culture of excellence and continuous improvement.
- Facilitate professional development initiatives to enhance the skills and capabilities of the operations team.
Operational Excellence:
- Oversee the implementation of best practices to optimize operational efficiency and ensure high-quality service delivery.
- Drive initiatives for process improvement and innovation across various operational functions.
Client Relationship Management:
- Cultivate strong relationships with key clients, understanding their needs and expectations.
- Collaborate with the client to address concerns, provide solutions, and ensure overall satisfaction.
Performance Analysis and Reporting:
- Analyze and interpret key performance indicators (KPIs) and operational metrics to make data-driven decisions.
- Prepare and present comprehensive reports to senior leadership and clients on operational performance.
DUTIES AND RESPONSIBILITIES
- Work with the Operations Director, COO, and CAO to execute strategic projects.
- Oversee and direct daily business operations for optimum efficiency.
- Perform weekly meetings with operations staff to discuss metrics and deliverables.
- Submit frequently and as needed business reviews and report to other Enshored's Leadership team and clients.
- Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).
- Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
- Work with Enshored's team members to support organic growth.
- Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.
- Frequently evaluate and analyze business productivity and performance.
- Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations.
MINIMUM REQUIREMENTS AND QUALIFICATIONS (External)
- Has 3 years experience as an SOM or 5 years experience as an Operations Manager
- Preferably has experience managing different support channels (chat, email, voice, back office)
- Handled start-up campaigns of experience with new program launch is an advantage
- Must have expertise in coaching and mentoring
- Must have in-depth knowledge about root cause and data analysis
- Strong presentation and storytelling skills
- COPC / Six Sigma certification/exposure is a plus (Internal)
- At least 1 year tenure in Enshored, and has been with his/her current role for more than 6 months
- Has at least 2 years experience as an OM (combined Enshored and previous companies)
- Must have expertise in coaching and mentoring
- Must have in-depth knowledge about root cause and data analysis
- Strong presentation and storytelling skills
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.
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