Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development).
Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW.
Prompt identification and resolution of Service delivery issues including implementation of preventative measures.
Transition management during set up phase or expansion phases.
Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources.
Install all Service delivery processes and Service Level reporting mechanisms.
Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement.
Drive Operations teams to deliver continuous improvement and productivity/quality gains.
Flag and escalate business risks timely to the Client teams

Minimum 6 month – 1 year Leadership | Management experience required
3+ years of people management experience, including managing team leaders, and a strong desire to develop team members
Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment
Excellent written and verbal communication skills
Having high cultural awareness of political and social situations is a plus!
Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)

Operations Assistant Manager

Key skills