Operations Manager

Job Description

About the role

– Share experience and knowledge within the team by providing day-to-day guidance and coaching
– Act as the level 1 escalation point for the team
– Responsible with the management to monitor team performance in technical and non-technical aspects throughout the half
– Perform regular analysis of the team’s work through daily reviews in preparation of the team’s monthly scorecards to be delivered by the 15th of the following month
– Ensure that the team’s work is managed with the appropriate priority and that the load is rightly distributed among team members on duty
– Owns complex issues in the team and lead improvement plans accordingly
– Lead the technical knowledge and skills enhancement & training plans with the support of the team seniors
– Engage in crisis management activities and post crisis reviews when needed
– Responsible for leading the newcomers induction through the induction program with the involvement of other team members
– Responsible for the team’s knowledge management and its regular update
– Responsible for new customers and new services/offers handover to operation along with the seniors within the team
– Create, validate and update documents created to support the team
– Attend regular meetings with team members, management and other team stakeholders when needed
– Represent the service desk in regular service reviews with the account team and customer contacts
– Perform regular analysis on the team KPIs, communicate them to team members and initiate ways to improve them
– Prepare the roster of the team and perform changes during the month
– Undertake tasks assigned by management