Senior Operations Manager

About the role

The Senior Operations Manager will lead day‑to‑day business support functions, drive performance excellence and ensure the execution of client, employee and organizational objectives. Partnering with senior leadership, this role shapes operational strategy to boost productivity, service quality, compliance and financial results.

Key responsibilities

• Lead and oversee daily business support operations.
• Plan, execute and manage performance to meet service, quality, productivity and financial targets.
• Monitor KPIs and implement action plans to achieve goals.
• Forecast operational needs and recommend strategies for growth and scalability.
• Identify operational risks and implement proactive mitigation solutions.
• Standardize processes, drive continuous‑improvement initiatives and adopt best practices.
• Analyze performance data, conduct business reviews and align with strategic objectives.
• Ensure SLAs, quality standards and customer experience expectations are consistently met.
• Provide coaching, mentorship and development for local operations leaders and emerging talent.
• Foster a high‑performance, accountable culture and support succession planning.
• Partner with People team on employee relations, recognition, coaching and performance management.

Required profile

• Proven experience in operational leadership within a fast‑growing environment.
• Strong analytical skills with the ability to interpret performance trends and drive improvements.
• Demonstrated ability to develop and mentor leaders and build high‑performing teams.
• Excellent communication and stakeholder management skills.
• Track record of implementing process standardization and continuous‑improvement initiatives.

Required skills