Operations Excellence Manager
6 hours ago
The Operations Transformation Leader oversees the strategic execution of key initiatives across the operations landscape.
Key Responsibilities:- Lead the planning, prioritization, and governance of operations projects and initiatives aligned to strategic goals.
- Maintain the enterprise portfolio roadmap and ensure alignment with business capacity and resource availability.
- Develop and maintain dashboards and reports to provide visibility into initiative health, benefits realization, and delivery risks.
- Drive end-to-end delivery of complex, cross-functional projects within scope, timeline, and budget.
- Develop detailed project plans, charters, status reports, and risk mitigation strategies.
- Ensure adherence to standard project management methodologies and frameworks (Agile/Waterfall/Hybrid).
- Partner closely with operations leaders, enabling teams, technology, and other support functions to ensure initiative success.
- Facilitate executive updates and steerco reviews with clear progress narratives and decision-making inputs.
- Communicate proactively with stakeholders to manage expectations and foster collaboration.
- Identify opportunities to streamline processes, eliminate redundancies, and enhance operational efficiency.
- Track and report on benefits realization, including financial and non-financial impact across initiatives.
- Support change management efforts to ensure smooth adoption and sustainability of new solutions.
- Strong analytical and problem-solving skills are essential for this role.
- Attention to detail and a focus on data accuracy are critical.
- Effective time management and ability to prioritize tasks under pressure are necessary.
- A proactive and results-driven approach to operational challenges is required.
- Strong collaboration and communication skills are needed to work with cross-functional teams.
- Excellent communication skills with the ability to translate complex data into actionable insights for non-technical stakeholders are essential.
- A Bachelor's degree in Business, Operations, Industrial Engineering, or related field is preferred.
- 5+ years of work experience with preferred project and portfolio management in an operations or contact center environment are required.
- Experience tracking and reporting operations compliance metrics is essential.
- Strong knowledge in delivering complex initiatives is required.
- Strong analytical, organizational, and leadership skills are necessary.
- Excellent communication and stakeholder management abilities are required.
- Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA, Asana) and MS Office Suite is preferred.
- PMP, Prince2, or Agile/Scrum certification is preferred.
- Strong communication and collaboration skills, particularly when working cross-functionally, are required.
- Must be Work From Home enabled, and with stable internet connection (at least 25mbps).
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