Operations Manager | iGaming and Sports Betting

Operations Manager | iGaming and Sports Betting

Make your next big career move by applying as KMC Solutions ’ next Operations Manager

Role Overview

The CS Operations Manager plays a critical role in overseeing the day-to-day operational activities within the Manila team. Reporting directly to the Head of Operations , this role ensures that the team adheres to operational goals, client commitments, and performance standards. The Operations Manager is responsible for managing a team of leaders, ensuring efficiency, driving continuous improvement initiatives, and meeting key performance indicators (KPIs) to maintain high levels of service quality.

This role focuses on optimizing workflows, resolving operational issues, and providing leadership to frontline teams. The Operations Manager also collaborates with the Head of Operations to implement strategic initiatives and improve the overall efficiency of the department.

Key Responsibilities

• Oversee the daily operations of the Manila team, ensuring adherence to service level agreements (SLAs) , quality standards , and productivity goals .
• Manage and supervise frontline teams , ensuring tasks are completed on time and with the highest quality standards.
• Monitor and report on team performance , identifying areas for improvement and implementing action plans to enhance efficiency and service delivery.
• Provide coaching, mentoring, and feedback to team members to ensure their professional growth and alignment with company objectives.
• Act as the primary point of contact for resolving operational issues and escalate issues to the Head of Operations when necessary.

Performance Monitoring and Continuous Improvement

• Regularly assess team performance against key performance indicators (KPIs) and implement strategies to improve operational performance.
• Identify and drive process improvement initiatives , streamlining workflows to enhance efficiency and reduce operational costs.
• Develop and implement standard operating procedures (SOPs) to ensure consistent and high-quality service delivery.
• Establish and manage performance cadences to ensure that performance goals and targets are met consistently.
• Track and analyze operational data , providing reports to the Head of Operations to drive data-driven decisions and adjustments.

Client Engagement and Satisfaction

• Maintain proactive communication with clients, ensuring their needs and expectations are consistently met.
• Gather client feedback , relay it to the Head of Operations, and implement action plans to address any concerns.
• Work closely with the Head of Operations to execute client strategies, ensuring alignment on operational goals and client expectations.
• Ensure that client issues or escalations are handled effectively and in a timely manner, maintaining high client satisfaction.

Workforce Management

• Assist in workforce planning , ensuring adequate staffing levels to meet client demands and operational requirements.
• Manage and optimize scheduling and resource allocation to ensure that the team is properly resourced to meet KPIs.
• Identify areas where additional training, support, or resources may be needed and work with the Head of Operations to address these gaps.

Change Management and Adaptability

• Support the implementation of new initiatives, processes, or technologies within the team.
• Lead by example in driving change, ensuring smooth adoption of new practices or policies.
• Foster a culture of flexibility and resilience , encouraging team members to adapt to evolving business needs and client requirements.

Reporting and Documentation

• Maintain accurate and up-to-date records of team performance, operational issues, and client feedback.
• Prepare and present weekly or monthly performance reports to the Head of Operations, highlighting achievements, challenges, and areas for improvement.
• Ensure all documentation related to operational procedures, client agreements, and performance metrics is maintained and accessible.

Required Skills & Qualifications

Operational Management Skills

• Proven experience in managing operational teams in a service-oriented environment, preferably within BPO, outsourcing, or a similar industry.
• Strong knowledge of key performance indicators (KPIs) , service level agreements (SLAs) , and how to manage teams to achieve operational targets.
• Excellent problem-solving and decision-making abilities , with a focus on continuous improvement.
• Ability to manage competing priorities and drive results in a fast-paced, dynamic environment.
• Proficiency in performance management and employee development, including conducting one-on-one coaching and team meetings .
• Exceptional communication skills , both verbal and written, to effectively engage with clients, team members, and leadership.
• Strong leadership abilities with the ability to inspire and motivate teams to achieve operational excellence.
• Ability to work collaboratively with cross-functional teams , including client-facing teams, HR, IT, and other departments.
• Conflict resolution skills to address operational issues and team challenges proactively.

Technical & Analytical Skills

• Proficiency with data analysis tools and the ability to derive insights from performance metrics and operational data.
• Comfortable using management software (e.g., Excel, ATS, CRM systems) to track and analyze performance.
• Knowledge of process optimization techniques and tools to streamline workflows and increase efficiency.

Client-Centric Approach

• Ability to manage and build client relationships , ensuring a strong focus on delivering results and meeting client expectations.
• Experience in handling client escalations and proactively addressing concerns to ensure high levels of satisfaction.

Adaptability and Change Management

• Ability to adapt to change and drive change within the team, promoting new processes, technologies, and improvements.
• Flexibility in adjusting strategies or workflows to meet changing client needs or business requirements.

Key Performance Indicators (KPIs)

• Operational Efficiency : Achievement of SLAs , KPIs , and quality standards across the Manila operations team.
• Team Performance : Individual and team productivity levels and overall performance outcomes .
• Client Satisfaction : Client feedback , including satisfaction scores and retention rates.
• Process Improvement : Implementation of process improvements and their impact on service delivery.
• Employee Engagement : Team satisfaction and retention rates, along with professional development and coaching outcomes.
• Operational Reporting : Timeliness and accuracy of reports and updates presented to the Head of Operations.