Operations Director

Main Purpose of the Role

• The Director of Operations' main purpose is to organize and oversee the daily operations of our

company. You will be the one to ensure that our business is well-coordinated and productive

by managing its procedures and coaching its people.

• The area of responsibility for this role is very wide and thus requires thorough knowledge of

various company processes. The ideal candidate must be competent and able to plan many

different kinds of operational activities. He/She must be an excellent leader who can discover

the most efficient ways to run the business.

• The goal is to safeguard and augment the efficiency of the companys operations to facilitate

accelerating development and long-term success.

Minimum Education And Experience Requirements

• 5-10 years of proven experience as Senior Manager / Head of Department in Operations or

equivalent position

• 10 years experience in Customer Service with a BPO or Contact Centre environment
• Bachelors degree or equivalent and a postgraduate qualification
• Knowledge of the industrys rules and guidelines
• In-depth knowledge of diverse business functions and principles (e.g. Quality, Workforce

Management, Supply Chain and Finance, etc.)

• 5+ years of working knowledge of data analysis and performance/operation metrics

Technical and Behavioral Competencies

• Excellent organizational and leadership abilities
• Outstanding communication and people skills
• Excellent organizational and leadership abilities
• Excellent verbal and written communication skills
• Stakeholder engagement (internal and external)
• Analytical
• Customer Service-Centric
• Result and deadline-driven
• Stress tolerance
• Leadership in line with the companys leadership values
• Multitasking
• Influencer
• Strong leadership capability in the context of managing diverse teams.
• Problem solver
• Emotional intelligence
• Interpersonal skills
• Identify talent and develop successors

Key Performance Areas

• Client Management
• Financial Management
• Communication
• Operational Management
• Strategic Management