Senior Operations Manager Job Description

Senior Operations Manager Job Description

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Senior operations manager provides regular training and coaching to call center staff in order to increase first call resolution and ensure compliance with appropriate federal and state laws.

Senior Operations Manager Duties & Responsibilities

To write an effective senior operations manager job description, begin by listing detailed duties, responsibilities and expectations. We have included senior operations manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Improve OEE through implementing more efficient methods utilizing lean manufacturing methodologies
Provide student account management support for escalated issues pertaining to enrollments and payments
Organize and input online and local registration set-up data
Disseminate and acquire part-time employee and contractor hiring paperwork
Lead part-time employee and contractor payroll
Prepare facility permits
Coordinate program level risk management
Perform any other related duties or special projects as directed
Acts as primary front-line manager with direct responsibility for a team of 10 customer services representatives Supervisors are bilingual whereas all agents are expected to speak Japanese only
Responsible for hiring, discipline, and terminations

Senior Operations Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Senior Operations Manager

List any licenses or certifications required by the position: ITIL, PMP, RCA, HA, CPIM, SAP, LEAN, II, PMI, NICET

Education for Senior Operations Manager

Typically a job would require a certain level of education.

Employers hiring for the senior operations manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Engineering, MBA, Marketing, Education, Healthcare Administration, Pharmacy, Computer Sciences, Accountancy, Nursing

Skills for Senior Operations Manager

Desired skills for senior operations manager include:

Lean
Six Sigma and Kaizen methodologies would be highly advantageous
Call center services industry and best practices
Expense and employee dynamics
Federal and state call center compliance regulations
Microsoft office programs and multiple operating systems
Understanding ramifications of call center actions on the business
Any known constraints
Available utilities
Property to assist Tenant Coordination with as-built conditions

Desired experience for senior operations manager includes:

Create a positive environment where your team can learn and thrive - Drive team to consistently deliver amazing customer experiences and exceed performance of our outsourced sites
Coach supervisors to identify and address specific areas of focus to drive agent performance
Mentor and develop supervisors to become proficient within organizational structure and progress as future leaders
Maintain flexibility to accommodate schedule changes based on business needs
Record of strong performance exceeding performance expectations through consistent and positive coaching and development practices
Motivated to be a consistent, high performer by taking initiative to uncover areas of opportunity, identifying innovative ways to improve overall team performance, and maintaining receptive and open mind to receive and incorporate feedback as appropriate

Senior Operations Manager Examples

1

Senior Operations Manager Job Description

Job Description Example
Our growing company is looking to fill the role of senior operations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior operations manager
  • Will set and clarify requirements and expectations for Operations and Shift Managers
  • Works closely with support staff (HR, Finance, Facilities, Safety, IT and other Sr
  • Plan, monitor and co-ordinate workflow ensuring work is processed in a timely and efficient manner, taking remedial action where required
  • Monitor staffing levels to ensure resources are deployed effectively to meet business objectives and ensure productivity is maximised
  • Ensure issues/errors are escalated upwards (in a timely manner) to the Senior Operations Manager or Head of Operations, providing solutions where necessary
  • Ensure quality reviews are undertaken to minimise risk
  • Ensure all processes are consistent, current, documented and reviewed on a regular basis
  • Attend and participate in internal and external meetings when required promoting a professional image at all times
  • Coach and develop Assistant Manager's/Supervisor's performance to develop their own skills
  • Maintain an awareness of strategic issues affecting the industry
Qualifications for senior operations manager
  • Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround with a high detail orientation
  • Perform the Account and Maintenance Approval function for the Direct Investing and Financial Planning businesses the principle resource for the Private Wealth Management LOB (PIA and PIC)
  • To ensure all regulatory requirements are being adhered to within the account administration cycles and in circumstances where they are not, the deficiency needs to be escalated and a solution or process enhancement must be put in place to address the deficiency
  • Understand and keep current of the ongoing regulatory and internal control changes of the group including the Firm’s AML, Privacy and QI requirements
  • Candidate requires extensive knowledge of firm and industry processes along with a sound knowledge of business unit functions and procedural documentation protocols
  • Successful adherence to our agreed upon SLAs
2

Senior Operations Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of senior operations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior operations manager
  • The Operations Manager’s role includes providing the Customer with a pleasant experience
  • Supervise and administer all "deal-driven" tenant and landlord construction, CapEx projects for any given fiscal year
  • Effectively manage Vendors through a thorough understanding of all applicable service or maintenance contracts, maintain open communication with vendors through regular meetings
  • Understand and follow GGP policies for bidding, identify qualified bidders, manage all construction activity to meet plans and specs
  • Create the annual expense budget within defined guidelines, implement and forecast operating expenses to that budget
  • Understand any existing or (implement) new technology
  • Instill a culture of customer obsession, aiming for excellent customer service
  • Maintain high standards of operations Health & Safety
  • Inspire and reward an atmosphere of best practice sharing among employees
  • Via our People Agenda, you’ll create, build up, lead and inspire your workforce to deliver improved performance levels
Qualifications for senior operations manager
  • A solid understanding of the applications environment, including CRM, business intelligence, middleware
  • A minimum of a Bachelor’s degree in Science, Engineering or Business Administration is required
  • Responsible for assisting with/creating operating budgets and capital budgets with other department managers
  • Responsible for talent management process for Operations employees
  • Accountable for ensuring union contract terms & conditions are met for area of responsibility
  • Computer proficiency with Excel, Word, Outlook and Computerized Maintenance Management System (CMMS) required, 360 experience is a plus
3

Senior Operations Manager Job Description

Job Description Example
Our growing company is looking for a senior operations manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior operations manager
  • Responsible for spearheading continuous improvement throughout the program
  • Invoicing and Commission reporting and analytics support
  • Review all client communications
  • Create program roll-out and launch communications
  • National field travel, approximately 10% travel (often with short notice) with some overnight travel and/or airline travel required
  • Ability to manage multiple and diverse services
  • Determines optimum staffing model for the department
  • Management of repository operations
  • Serve as primary liaison to Moen’s Operations organization and partner with them to continuously optimize end-to-end ecommerce supply chain
  • Identify opportunities to improve Moen’s approach to servicing key ecommerce customer accounts
Qualifications for senior operations manager
  • Satisfactory performance rating in current management position
  • Demonstrated ability to solve complex of problem
  • Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives
  • Takes on all issues, challenges and people
  • At least 5 years of experience as project manager for an international software or hardware company
  • Excellent understanding in operations or project management practices, techniques, tools and methodologies
4

Senior Operations Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a senior operations manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior operations manager
  • Work closely with Warehouse Management Systems team (WMS) in order to understand, maintain knowledge of and manage the operation and training of the WMS
  • Develop, implement and facilitate processes that focus on achieving measurable improvements to production efficiency, inventory management, quality, fulfillment accuracy and on-time delivery
  • Plan resources (both equipment and staff) to meet growth requirements and seasonality constraints based on corporate strategic plan
  • Establish annual departmental operating budgets and track/control spending within budget
  • Maintain environmental, safety and other regulatory compliance
  • Provide excellent service to all internal and external customers
  • Any other duties as assigned by management from time to time
  • Reporting to the Monitoring Operations Director and working alongside other Senior Operations Managers in a collaborative manner, which drives innovation and improvement
  • To have a well defined engagement and communication model in place to ensure all teams understand the performance of the business, and take responsibility for their own performance in supporting the success of the operation
  • Carrying out effective personal development reviews to ensure a clear understanding of objectives and a process of reviewing progress so that colleagues at all levels are recognised for excellent performance
Qualifications for senior operations manager
  • Degree qualified in Engineering or a Supply Chain/Logistics/ Manufacturing related discipline or MBA graduate
  • Experience in an integrated delivery system new practice and facilities development
  • Responsible for participating in weekly Operational Management review of ongoing escalations, process improvements and other staffing discussions
  • Hands-on work or education experience working routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching
  • Bachelor's degree (B.A./B.S.) from four-year college or university highly preferred
  • 7-10 years related experience at management level, in logistics
5

Senior Operations Manager Job Description

Job Description Example
Our company is looking for a senior operations 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 senior operations manager
  • Assist with the coordination of internal and external audit’s as they are scheduled
  • Oversee the creation, implementation and coordination of improved operational systems, processes and policies, in support of organization’s mission in all departments under your Supervision
  • Serve as a member of the Senior Management Team, and provide support to the Country Office in ensuring information flows, advice and support on operations issues related to the Office
  • Ensure all staff are adequately supplied with equipment, technology, supplies, to perform their jobs and maximize billability
  • Mentor program setup and monitoring, training, goals/year end reviews, morale
  • Manage staffing workloads
  • Determine staffing needs, interview prospects, onboard new employees, conduct exit interviews
  • Marketing – assist with client outreach, proposal prep, interview prep
  • Assist with Transportation strategic planning (serves as a senior member of GA Transportation)
  • Project Management – may also serve as a project manager or client manager in a part time role (meaning a small amount of time (20-40%)
Qualifications for senior operations manager
  • Relationship management experience, including familiarity with business agreements, negotiation and issue management
  • Experience in high-volume, seasonal distribution environment with perishable product lines preferred
  • Bachelor's Degree preferred and/or equivalent related experience
  • Bi-lingual in Spanish/English highly preferred
  • Ability to read, interpret and develop general operating plans
  • Ability to work with variety of departments including IT, Finance, Supply Chain, Quality Assurance, Human Resources, Merchandising and Marketing in order to carry out the needs of the business

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