Operational Manager Network L1 - AL

Twoja rola

RESPONSIBILITIES

• Operations Management to ensure the smooth running of daily operational requirements.

• People Management including motivating team members towards a common goal and planning follow up and evaluation of team members performance objectives.

• Performance Management i.e. aligning operations KPIs towards company’s objectives.

• Interface Management including customers and internal and external entities and partners.

• To act as an operational point of contact on support service for customer/global business owner contacts.

• To ensure excellent customer service at all point in time while interfacing with customers/ global business owners.

• To ensure excellent quality of service as per SLAs for customer and KPIs for LoB.

• To work with team members to provide support and assistance to team members in their daily work.

• To plan roster for 24/7 N1 engineers.

Overall description: 

Key Tasks and Responsibilities:

OPERATIONS MANAGEMENT

• Implement KPI to monitor activity.

• Implement dashboard to follow-up on KPI’s.

• Analyse trends and derive relevant action plans to correct or improve low performance.

• Ensure process are followed through regular audits and analysis.

• Report promptly on escalations and negative trends to management.

• Propose solutions to prevent mistakes.

• Adopt a continuous improvement mindset (inspired through LEAN / Six Sigma methodologies).

• Enforce SLA adherence and culture within the team.

• Conduct debriefs and weekly meetings with team and participate in team brief.

PEOPLE MANAGEMENT

• Implement an individual performance management system based upon fair and equal indicators.

• Plan roster and leaves according to business needs and urgencies.

• Motivate team members to promote team cohesion and transparency.

• Reward and recognize team member’s efforts and good work.

• Implement action plans to close gap between low and high performers.

• Develop team members to ensure skills levels match both current and future operational and customer requirements.

Performance Management

• Implement required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (case audits) and provide a continuous service improvement.

• ensure adherence to company policy procedures & processes.

• Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.

• Implementation of strategies and processes to ensure employee satisfaction.

• Conduct employee performance reviews in accordance with company policy.

Interface Management

• Establish regular meetings with Global Process Owners and relevant stakeholders.

• Manage escalations by keeping all stakeholders in the loop regarding actions being carried out.

• Participate actively in all transverse projects at MSC level.

• Participate regularly and actively in all management and process meetings.

• Establish new relationships with global and local team members when business requirements dictate the need.