Associate Operations Manager (Internal recruitment only)

Job Purpose:

Manage several projects in terms of deliverables and deadlines. Manage the project teams’ work in terms of workflow, prioritizing, and task assignment. Manage clients’ expectations in terms of CS strategy, productivity, efficiency, client support and quality. Manage financial elements of the project such as margin and billing. Manage successful relationships with Keywords’ clients.

Scope of Role:

The successful candidate will manage one or multiple projects. The Associate Operations Manager assumes responsibility for the initiation and delivery of these projects on time and on budget to a client's standards and guidelines. Client location may be anywhere in the world.

Key responsibilities:

The key responsibilities may vary during peak business periods, absences or workload fluctuations, and support to management as required.

• Manage and take control of one or multiple projects concurrently.
• Assume full ownership on assigned projects and make sure clients' expectations are met, assigning a team accordingly and if needed reasonably adjust processes and setups.
• Advise clients on best practices and agree on project processes and timelines.
• Prepare schedules and liaise with the Team Leads and facilities based on availability and suitability for the project.
• Manage day-to-day client interaction in conjunction with Leads and assigned team.
• Act as client contact at a management, workflow and strategy level on assigned projects.
• Participate in designing and improving processes, methodologies and tools.
• Define and take part in pre-start workflow and division of team responsibility with assistance.
• Assign roles and coordinate workflow within the project team.
• Communicate department software and hardware requirements to the appropriate point of contact.
• Ensure the project is financially successful, and accurate financial reports / invoices created and delivered to the client on time ●Set up and maintain projects in internal financial database system.
• Provide relevant and thorough briefings to the Team Leads and agents and ensure that the overall project strategy and client expectations are understood by all members of the teams while maintaining a good project culture.
• Understand contracts, the necessary deliverables, and conducting change orders.
• Track, manage and analyze performance and KPIs of the project.
• Proactively manage changes in project scope, identify potential risks, and devise contingency plans.
• Ensure appropriate quality control procedures are carried out on all projects.
• Ensure project documents are complete, current, and stored appropriately.
• Report project statuses and information on a regular basis, including creation of MBR/QBR/ABR, as well as assisting leads with WBR feedback.
• Where necessary, assist recruitment efforts by interviewing candidates.
• Capable to use client or industry tools (CRM/Backend), and where necessary create views, reports and streamline workflows
• Initiate milestone reviews and post project reviews and action any process changes/improvements accordingly.
• Develop and foster lasting relationships with client personnel.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Facilitate team and client meetings effectively, including during the kick off phase.
• Resolve and/or escalate project or HR issues in a timely fashion.
• Maintain and communicate Team Leads’ and agents’ performance records, including providing feedback and mentoring on an ongoing basis.
• Adhere to all Keywords policies, processes and security.

Skills, Knowledge and Ability:

Essential

• 2+ years of Leadership experience as Team Lead
• Excellent verbal and written communication skills in English
• Working knowledge of MS Office, GSuite, PowerBI and CRM tools
• Strong analytical skills and attention to detail
• Highly organized with the ability to prioritize tasks
• Knowledge on advanced Google Sheet formulas
• Strong focus on continuous improvement and operational optimization

●Organizational skills

●Proactivity

●Strong client management skills

• Ability to efficiently resolve conflicts

●Promotes culture of open communication

• Actively implements and promotes feedback mechanisms in assigned projects
• Recognizes inconsistencies and trends in large amounts of data and information
• Awareness of the bigger picture; considers the project, client, company, and team when making decisions.
• Ability to identify and manage project risks
• Ability to monitor and manage project financials
• Experience with working in an international environment.

Desirable

• Strong knowledge of the Discord platform
• Completion of additional leadership and/or management training