Operations Manager
鰂魚涌, 香港
source : Dairy Farm

The Job :

The key responsibilities of the Operations Manager are as follows :

  • Managing outsourced suppliers which includes the contact centre to provide a multi-channel contact solution, providing best in class quality, together with our rewards suppliers.
  • This will include management of contracts, stock and measurement of agreed SLA’s

  • Managing operational efficiency through robust planning, forecasting, budgeting, organizational and change control. Reducing costs and improving process wherever possible
  • Ensuring the contact centre has the appropriate tools, which are robust and fit for purpose, owning these from an programme perspective ensuring they are developed appropriately and access is tightly controlled
  • Develop and maintain a professional relationship with clients / suppliers & partners on a daily basis acting as the focal point of contact
  • You’ll focus on achieving operational efficiency and quality with the commercials contractually agreed with the clients
  • Aligning KPI’s and development objectives based on agreed strategic goals. Reporting on performance against these objectives and providing commentary on trends / performance to key stakeholders
  • Day to day management, escalations, campaign briefing, new partner set up etc. as well as the management of the operational budget Ensure absolute accuracy of monthly financial reconciliation and client SLA reporting summary
  • Management of the Fraud process and the reporting / escalation of Fraud
  • The People :

  • Flexible and collaborative approach, with an ability to thrive in ambiguity and enjoy a fast-paced and dynamic environment
  • A proven track record in management of client relationships
  • Loyalty and partner management experience across different customer bases, ideally across different verticals
  • Proven confidence in client interaction and management
  • Ability to build successful solutions and challenge the status quo
  • Understanding of training and coaching techniques to apply as needed
  • Strong numeracy and analytical skills, understanding financial drivers
  • Strong operational management skills & experience
  • Experience of managing and improving operations through process, IT and people-based change
  • Strong negotiation, influencing and communication skills
  • Industry awareness : Customer Call Centre Service, CRM, loyalty, retail
  • Computer literate excellent presentation skills; knowledge of Microsoft Office
  • A passionate attitude about long term customer relationships with a strong customer centric focus
  • Strong verbal and written communication skills and excellent interpersonal and relationship building skills
  • A well-organised, process orientated and positive approach combined with Innovative thinking and a passion for solving problems
  • An interest in getting involved and making things happen.
  • An ability to focus on both the immediate challenges and the bigger picture.
  • Deliver against client and team decisions and solutions
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