Business Operation Manager

Job Summary

The Business Unit Operations Manager is responsible for overseeing the operational activities related to manpower sourcing within the business unit. This role encompasses manpower planning, logistics, administration, customer contract management, and overall branch management. The Operations Manager ensures that all operational processes are efficient, compliant, and aligned with the organization's strategic goals, while also maintaining high levels of customer satisfaction and workforce relations.

Main Duties and Responsibilities of the job

Strategic Duties:

• Developing the department’s work plan and assigning related activities to serve the achievement of the department’s objectives.
• Setting the objectives and KPI’s of the department.
• Supervising the implementation of the department’s plans, monitoring workflow, and ensuring adherence to policies and procedures.
• Ensuring that work activities are carried out according to the pre-set performance goals and suggesting any necessary actions to the direct supervisor.
• Setting the estimated budgets for the department and participating in the determination of its budget requirements and expected expenses, in addition to following up on the department’s expenditures in coordination with the finance division.

Technical and Executive Duties:

• Maintaining solid and long-lasting relationships with existing clients through ensuring that service delivery meets the set requirements and standards, as well as building trust with them through maintaining professional business conduct and a win-win mindset.
• Ensuring well-established SME client’s relationships and proper service delivery in all regions through overseeing operational activities and monitoring client’s satisfaction, as well as approving renewal contracts.
• Establishing and developing internal support processes to facilitate service delivery in manner that ensures timely and efficient operations flow, leading ultimately to continuous and effective operations for the clients.
• Ensuring adequate coordination between the different function within the department through developing and implementing an operational plan in order to govern the operational activities related to the SMEs projects.
• Identifying effective communication channels, including email, instant messaging, phone, live chat, forums, and social networks; in order to ensure successful and efficient communication with the client and build a strong and long-lasting relationships.
• Attending calls, meetings, and communications with major clients in all regions and resolving any standing complex issues through taking prompt critical decisions when needed.
• Directing the development of deployment plans in all regions in order to ensure organized, prioritized and efficient deployment of manpower.

Knowledge, Skills & Experience Requirements:

Education and Qualifications:

• A Bachelor’s Degree in Business Administration, Operations Management, Human Resources, or a related field; a Master’s degree or MBA is preferred.
• Relevant certifications in operations management or project management are a plus.

Knowledge and Experiences:

• 10+ years of experience in operations management, preferably in the manpower sourcing or staffing industry.
• Proven experience in contract management, workforce planning, and logistics management.

Skills:

Language: English (Fluent).

Computer: Proficiency in CRM software and Microsoft Office (Excel, Word, PowerPoint).