Group Leader: Business Services

Position Overview: Operations Manager

We are seeking a proactive and results-driven Operations Group Leader to lead, manage, and hold a team accountable for delivering high-quality virtual services to clients. This role is responsible for overseeing team performance, client onboarding and communication, workflow optimization, project management, and collaboration with HR and Sales to drive operational excellence.

The ideal candidate will have strong leadership skills, a client-centric approach, and experience in managing virtual teams. They must ensure seamless service delivery, maintain compliance with company policies, and foster a culture of accountability and continuous improvement.

I. Duties and Responsibilities

1. LMA (Lead, Manage, and Hold Accountable):

- Lead, manage, and hold your team accountable for delivering high-quality services to clients.

- Ensure that all team members meet expectations, resolve issues as they arise, and promote a positive work culture.

- Conduct regular employee check-ins to assess well-being, performance, and overall engagement.

2. Client Onboarding & Communication:

- Oversee and manage the onboarding process for new clients, ensuring smooth transitions into virtual workspaces.

- Serve as the primary point of contact for clients, ensuring clear communication and addressing any concerns or issues that may arise.

- Work closely with clients to understand their needs and ensure workflows align with their expectations.

3. Service Delivery and Workflow Management:

- Ensure the delivery of services meets or exceeds client expectations, focusing on efficiency and quality.

- Monitor and optimize workflows within virtual workspaces to improve productivity and resolve any operational issues.

- Track and manage team performance, ensuring alignment with client goals and expectations.

4. Project Management and Reporting:

- Oversee the management of projects from initiation to completion, ensuring adherence to deadlines and quality standards.

- Track and report on key performance indicators (KPIs) and service level agreements (SLAs), providing updates to leadership and clients as needed.

- Work closely with your team to ensure accurate and timely reporting on all aspects of service delivery and performance.

5. HR Collaboration for Performance and Recognition Management:

- Oversee daily operations to identify both areas for improvement and opportunities for recognition, documenting key behaviors and outcomes.

- Collaborate with HR to ensure appropriate actions, whether corrective or supportive, are taken in alignment with company policies.

- Monitor employee performance for potential appraisals or promotions, and work with HR to formalize and document these recognitions.

6.Sales Collaboration:
- Collaborate with the Sales team by sharing insights gained from employee and client check-ins.
- Provide valuable information related to client satisfaction, service feedback, and potential upselling opportunities.
- Support the Sales team in strengthening client relationships and identifying areas for additional services or improvements.

II. Workplace Conduct and Compliance Responsibilities

Attendance and Protocols: Each employee and virtual assistant is required to adhere to internal attendance protocols as outlined in the company code of conduct. This includes utilizing biometric systems, observing scheduled leaves such as vacation and medical leave, and following other attendance-related guidelines established by the company.

Adherence to Company Procedures: Maintain compliance with all internal processes to ensure consistent operation across the organization. This includes following guidelines that may extend beyond client-specific requirements.

Documentation and Logging: Accurately log work output and other relevant activities as part of maintaining transparency and accountability within the company framework.

Internal Communication: Ensure that all communication related to compensation, company policies, or sensitive internal matters remains within the designated internal channels to safeguard privacy and adherence to company protocols.

Education and Experience:
1. Bachelor's degree in Business, Management, or a related field. A Master's degree is
a plus.
2. Minimum of [5] years of experience in a leadership or managerial role.
3. Proven experience in outsourcing, BPO (Business Process Outsourcing), or similar
industry is preferred.