Senior Operations Manager
1 month ago
Key Responsibilities
Operations Management
- Develop and implement operational strategy and operating model to drive business growth.
- Design, implement, and review operational policies and procedures to ensure efficiency and compliance.
- Manage data collection for metrics to achieve productivity targets and deliver excellent customer service.
- Partner with cross-functional teams to enhance proprietary tools and systems.
- Conduct budget reviews and report cost plans to upper management.
- Ensure compliance with industry regulations and internal policies.
- Improve systems, processes, and best practices to optimize business operations.
- Manage day-to-day operations and operations team to ensure seamless execution.
- Perform quality assurance controls and monitor production KPIs.
- Develop ways to increase customer service quality and satisfaction.
- Analyse data for process improvement and cost savings.
- Optimise workflows and report on operational efficiency.
- Stay updated on industry trends and implement new technologies.
Business Development and Customer Relations
- Stay informed about industry practices and trends to drive business growth.
- Develop service models with internal teams to meet client needs and drive customer satisfaction.
- Prospect and convert potential clients into business opportunities.
- Attend industry events to gather market intelligence and stay ahead of the competition.
- Build and maintain business relationships to drive revenue growth.
- Identify and explore new business opportunities to drive business expansion.
Performance Planning and Monitoring
- Lead in corporate strategy and annual performance planning to drive business growth.
- Evaluate organisational effectiveness and propose improvement strategies.
- Provide inputs for performance-related reports to inform business decisions.
- Analyse performance information and indicators to drive business improvement.
Registration, Information Management, and Risk Management
- Develop and implement CRM strategy and policy to drive customer satisfaction.
- Oversee customer retention strategy and CRM system optimisation to drive business growth.
- Enhance CRM system for customer and organisational benefit.
- Monitor regulatory compliance for records and document management.
- Develop and maintain system usage procedures and best practices.
- Develop organisational risk management plan to mitigate business risks.
- Draft and present management reports to EXCO and Risk Management Committee.
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