Manage operational processes that support business objectives and assist advisors at Ameriprise Financial. Responsible for team management, client servicing, and operational efficiencies.
About the role
- Operations Manager at Datacom leading a team in BPO Contact Centre. Ensuring operational readiness and performance while fostering a positive team culture.
Responsibilities
- Serve as the key operational contact, ensuring readiness and continuity.
- Be available Monday to Saturday to support operational needs within reasonable expectations.
- Communicate clearly with teams, manage change effectively, and provide business updates.
- Make sound, holistic decisions and identify improvement opportunities.
- Drive engagement strategies for leaders and frontline contact centre staff.
- Coach and support Team Leaders in their roles and career development.
- Monitor performance, recommend improvements, and implement action plans.
- Maintain strong time management and administrative processes.
- Ensure adherence to approved SOPs and business processes.
- Respond proactively to queries and escalations.
- Monitor compliance, response times, and performance trends.
- Analyse data to uncover insights and root causes.
- Present performance updates and action plans to senior stakeholders.
- Lead by example in professionalism, conduct, and leadership.
- Conduct regular 1:1s and performance reviews.
- Foster a positive team culture aligned with Datacom values.
- Support team health and well-being.
- Stake-holder management, internal and external.
- Prepare weekly and monthly performance reports for executive forums.
Requirements
- Proven leadership in BPO contact centres highly regarded
- Extensive experience in the operations and supporting practices within a complex contact centre
- Strong administrative skills and attention to detail - ability to effectively develop and implement scalable and repeatable ways of working through SOPs.
- High emotional intelligence and cultural awareness.
- Strong stakeholder engagement and influencing skills.
- Flexibility and resilience to support a 24/6 operation while maintaining work-life balance.
- Strategic mindset with the ability to lead and motivate Team Leaders.
- Passion for coaching, development, and team engagement.
- Consistent high performance against KPIs.
- Strong analytical and problem-solving abilities.
- Excellent time management and prioritisation skills.
- Strong communication (written and verbal).
- Strong relationship-building capabilities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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