Operations Manager

Purpose of Job:

• Build and maintain strong client relationships.
• Keep site team focused to maintain high level of service standard.
• Encourage teamwork, ensure all staff members are involved in generating high client satisfaction.
• Manage billing, reporting and finances effectively.
• Oversee team managers; identify, encourage, and develop future leaders.
• Provide leadership and manage multiple accounts across service lines.
• Offer ad hoc feedback to individual staff members on performance excellence or issues.

CLIENT SERVICING

• Meet key client contacts regularly to discuss operations and identify opportunities for service enhancement.
• Increase client satisfaction scores.
• Conduct in-country employee appraisals & development planning.
• Ensure processes and procedures are observed at all times and updated regularly.
• Encourage teamwork by fostering a positive, cohesive, collaborative, and team-oriented working environment.
• Ensure robust succession planning.
• Understand and enforce company policies and procedures.
• Manage monthly billing, reporting and finances effectively.

LEADERSHIP, TRAINING & DEVELOPMENT

• Lead client and staff meetings as appropriate
• Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met.
• Resolve disciplinary issues in a timely and legally compliant way.
• Foster a positive, cohesive, collaborative, and team-oriented work environment.
• Prepare and conduct employee evaluations and development planning.
• Maintain site employee capability matrix.

FINANCE

• Prepare monthly site invoice, gross margin template and payroll.
• Review and question monthly profit-and-loss and balance sheet statements
• Assist in annual and ad hoc budgets for site operations.
• Assist in responses to Requests for Proposals

BUSINESS CONTINUITY

• Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption)
• Produce and regularly update a succession plan for site roles covering staff promotion, transfer, resignation, termination.

CONTRACT MANAGEMENT

• Ensure to work with all relevant parties (Legal, Risk, Finance, HR) for contract negotiation.
• Keep contract up to date when there is any change in scope / service fee.

Job Requirements:

• At least 3 years comprehensive outsource experience is preferred.
• 5+ years’ experience in a leadership role is an advantage.
• Cross-cultural sensitivity
• Fluent English (oral and written), Good Cantonese required; Mandarin advantageous.
• Strong knowledge of Microsoft Excel, Word, PowerPoint

We offer attractive remuneration package and fringe benefits such as 5 days work, 15 days of annual leave, group medical, dental and life insurance coverage to the successful candidate. In addition, you will have an opportunity to work in a reputable company with excellent career exposure.

All information provided will be treated confidentially and used solely for recruitment purpose.