Operations Manager

About the Job

The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence,peopleleadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.

Responsibilities

Customer Management

• Takesfull ownership of the aligned team’s performance and client satisfaction.

• Develops strategic and tactical plans to proactively address client needs, emerging trends, and industry best practices.

• Buildsdeepunderstanding of client processes andidentifiesopportunities for value addition.

• Representsoperations in client-facing forums including WBRs and MBRs.

Operational Excellence

• Monitors and ensures adherence to Service Level Agreements (SLAs).

• Tracks attrition,maintainsEarly Warning System (EWS) trackers, and conducts quarterly audits.

• Partners with Workforce Management, Recruitment, and Clients onmanpowerplanning.

• Analyzes performance metrics,identifiesprocess gaps, and collaborates with Quality and Training teams to implement corrective actions.

• Acts as a subject matter expert for the process andleadsresolution of internal and external escalations.

• Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.

 People & Culture

• Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and career growth.

• Manages performance issues and partners with HR on separation cases andtimelybackfills.

• Handlesescalations related to people management, training guidelines, compliance, and complaints.

• Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.

• Identifieshigh-potential talent and drives succession planning across all levels.

• Owns performance management, compensation inputs, and rewards & recognition initiatives.

 Financial Management

• Manages operational costs while ensuring revenue targets are achieved.

• Ensuresoptimaloccupancy andutilizationlevels.

• Oversees team budgets, engagement funds, andtimelysubmission of billing information.

• Maintains required headcount levels and buffer percentages for the process.

Preferred Skills

• Strong business acumen with a solid understanding of customer operations and service delivery models.

• Excellent verbal and written communication skills with strong presentation capabilities.

• Proven stakeholder management and client engagement experience.

• Demonstrated ability to analyze performance metrics and drive process improvements.

• Strong coaching andpeopledevelopment skills.

Critical Competencies

• Delivers Customer Service Excellence

• Supports Innovation & Continuous Improvement

• Builds Collaborative Relationships

• Coaches & Develops Others

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid9weeksoftraining(,2 weeks annual leave.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs

• Positive and supportive environment

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Location

• Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto