Operations Support Manager Job Description
Operations support manager
provides assistance concerning the use of computer hardware and software, including printing, installation, electronic mail, and operating systems.
Operations Support Manager Duties & Responsibilities
To write an effective operations support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included operations support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Managing day to day operations of the business unit, assessing the allocation of resources as needed
Increasing the effectiveness and efficiency of the Fortigent Operations Support team through improvements to identified functions
Prioritizing departmental projects and initiatives
Ensuring advisors receive the highest quality of service
Maintaining a working knowledge of all Fortigent reconciliation and performance reporting functions
Acting as subject matter expert on policies, procedures, and service level agreements
Assisting in the resolution of escalated issues, taking ownership and ensuring resolution
Scheduling and approving leave requests
Hiring and salary recommendations
Administering reviews, development plans and performance counseling
Operations Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Operations Support Manager
List any licenses or certifications required by the position: ITIL, PMP, UNIX, ACF, AAP, V3, AML, ACAMS, CFE, TOGAF
Education for Operations Support Manager
Typically a job would require a certain level of education.
Employers hiring for the operations support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Engineering, Education, Computer Science, Management, Technical, Science, Business/Administration, Finance, Information Technology
Skills for Operations Support Manager
Desired skills for operations support manager include:
PowerPoint
Word
Assigned functional area and have a thorough understanding of the entire loan operations function
Computer systems: MS Excel
Electronic scheduling and e-mail systems
Hotel operations & the franchising business model
Industry revenue sources and distribution channels
AWS
Big Data Analytics
Company resources
Desired experience for operations support manager includes:
The Operations Manager will be responsible for the management, coordination and quality for our APAC contact center operations
Responsible for maintaining daily communication and monitoring operational activity (contact volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, staffing, client/project content changes)
Lead and participate in cross-functional projects
Analyze operational, program metrics and trends to evaluate success
Monitor status to ensure completion within defined schedule, budget, and quality parameters
Acquire knowledge of multiple systems and processes in order to troubleshoot problems
Operations Support Manager Examples
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Operations Support Manager Job Description
Job Description Example
Our company is searching for experienced candidates for the position of operations support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for operations support manager
- Develop, consolidate administrative and logistics reports
- Provide support posture and planning recommendations to the Country Program Manager
- Plan Future Support Operations to support training at remote locations within the CENTCOM AOR
- Plan and monitor support operations and take appropriate action to ensure training support requirements are accomplished
- In coordination with functional area members, develop long-term sourcing strategies to improve efficiency in supporting all training requirements
- Propose innovative business solutions and technical approaches to ensure business area and program success
- Responds to more complex escalations from tier 1 support and serves as a pivot point for Operations/TFM and Global Ops
- Helps define or refine processes in the IBX or recommends/proposes solutions for systemic process-related problems
- Develops documentation (can be technical & non-technical) in collaboration with global teams and rolls out to IBX staff
- Develop, deploy and maintain KPIs on supplier performance
Qualifications for operations support manager
- Operational statistical analytical ability using applications such as Excel
- Working knowledge in control of hazardous energy and associated safe work permits practices (confined space entry, cranes lift)
- Others focused
- Curious in everything you do
- Successfully leverages collaboration to solve problems
- Has extensive experience with HTML5, LESS, CSS and JS which are deployed to high visibility websites
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Operations Support Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for an operations support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for operations support manager
- Support and Administer Internal Systems and Tools required to manage customer communication projects
- Manage build cycles with engineering and release teams
- Establish and monitor Americas S&S third party vendor relationships, performance & contracting (fleet, tools calibration, depot repair)
- Ensure year-over-year profitability growth within the Americas Service organization including discount strategies, pricing strategies, bundling strategies
- Work with regional leaders to build & own service/support field resource deployment models
- Own the development and effectiveness of team operating mechanisms including weekly finance reviews, QBR agendas, biweekly staff agendas, operating review decks
- Analyze and develop compelling investment scenarios for Americas Service
- Partner closely with finance partners to build & own annual AOP plans – assumptions, headwinds, tailwinds, resources
- Lead VCP (variable cost productivity), and cost elimination projects for Americas Service & Support
- Work closely with field teams and service leadership to identify new opportunities for growth, both organic inorganic
Qualifications for operations support manager
- Proven track record in building and developing higher performance teams, including actively recruiting talent
- Detail oriented and organized – meticulous in identifying and diagnosing problems and careful in drawing right conclusions and solutions
- Ability to evaluate and analyze data to enable operational decision-making or present clear recommendations to leadership
- Lateral thinker with exceptional judgment – ability to develop process and drive schedules but also comfortable quickly changing direction when that is the best course of action
- Demonstrated experience creating and improving processing and delivering results in an unstructured and fast paced environment
- Experience with automotive supply chains and processes a significant plus
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Operations Support Manager Job Description
Job Description Example
Our growing company is looking to fill the role of operations support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for operations support manager
- Working closely with the Singapore management team to create a streamlined ‘client relationship’ management function for our 1500+ riders
- Leading and managing a specialised team, setting targets and developing the reporting and KPI tracking of this team
- Analysing outputs and making data-driven insights to drive process optimisation
- Acting as the point of contact for the legal and communications departments
- Manage, lead and develop the Service Operations team to maximize performance
- Drive Service cost out programs
- Drive back office optimization for Service organization
- Develop relevant KPIs for the service business
- Prioritize projects and activities and appropriately delegate and allocate work among staff members
- Demonstrated ability to make effective decisions in daily work, and seeks opportunities to apply and enhance skills
Qualifications for operations support manager
- CPIM or APIC training is a plus
- Stand 5-10% of the workday
- Have a deep understanding of electrical contracting
- Completely tech savvy
- Involves people in issues that affect them
- Conversational Mandarin / Chinese dialect skills required
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Operations Support Manager Job Description
Job Description Example
Our growing company is hiring for an operations support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for operations support manager
- Communicate to employees and ensure they maintain working knowledge of policies, procedures and service standards the use of standard tools and systems
- Resolve employee issues escalated by Leads and Chiefs in close coordination with Employee Support managers
- Serve as an escalation point of contact in matters where additional guest service or intervention is required
- Determine training and QA process to ensure effective servicing delivery is achieved by implementing solutions that define and measure this process
- Assists with developing new and/or updated policies, procedures, and processes
- Implements and maintains monitoring processes for all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS#s, and overall network performance/reliability
- Collaborates and cooperates with other functional areas including
- Actively seeks input from team members who will be impacted by any changes to existing operations
- Maintains an excellent working knowledge of the entire PSS operation, developing department projects
- Leading initiatives to ensure that call center database and system support tools optimize call workflow, and support overall ITC processes
Qualifications for operations support manager
- Has experience working on design implementations for web use
- Bachelors or Masters in Supply Chain, Finance, Business, Industrial Engineering or similar quantitative discipline or equivalent experience of evidence of exceptional ability
- At least 8 years of work experience in supply chain, manufacturing or other process critical operations, with 3 years or more in a leadership or managerial capacity
- Six or more years of wireless / wireline industry technical experience
- Prefer 5+ years of experience in an operations role and 2+ yrs on a Support team
- Passion for technology, especially tools and data that enable efficiency
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Operations Support Manager Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of operations support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for operations support manager
- Create a culture of passion around delivering the ultimate customer experience through empowerment in work with colleagues and staff
- Ensure successful delivery of all service level agreement components, reduction of ADMs, write off, revenue leakage and exposure
- Responsible for resource planning, performance management and development of team members
- Performing analysis of call monitoring and feedback methods to determine effectiveness and assist with developing action plans to identify and resolve issues in a timely manner
- Recommending changes in procedures or best practices to supervisor to assist in meeting goals, objectives, and providing quality support
- Leading update meetings to convey known issues that could affect the products or services that are being provided to the client
- Managing employee turnover, absenteeism, calling schedules, and performance measurements
- Selecting, training, developing, and managing performance of direct reports and their Advisors
- Ensure that there is appropriate transparency during the support delivery process, ensure 100% compliance with corporate, delivery and production governance processes
- End-to-end accountability for ensuring support meets business and customer expectation through agreed SLA’s
Qualifications for operations support manager
- Collaborate with internal partners to build and achieve input-focused operating plans
- Working culture where accountability, transparency, and collaboration are the norm and where rapid deep dives into root causes of defects causing vendor frustration is a standard operating practice
- Leadership presence, with the ability to inspire and motivate large teams
- Operational experience being accountable for achieving customer service metric commitments
- Proactive in resolution of operational issues
- Familiarity with call center technology, Workforce Management software, and strong skills in conducting systems analysis and in troubleshooting, knowledge of WFM solutions software like Genesys WFM, Aspect, Calabrio