Senior Manager – Technical & Field Support

Key responsibilities

• Establish and implement short and long-term goals, objectives, strategic plans, policies, and operating procedures.
• Monitor and evaluate programmatic and operational effectiveness, making changes as required for improvement.
• Provide strategic advice and recommendations to leadership regarding operating policies, practices, and procedures.
• Ensure delivery of key performance indicators (KPIs) including day-to-day service levels, customer experience, quality measures, and compliance measures.
• Develop the operational talent pool by optimizing the skills of the existing team and attracting external talent through effective partnership with internal recruitment teams.
• Implement a well-defined Communication and Engagement model to ensure teams understand business performance and the needs of their teams.
• Successfully deliver and manage peak hours of monitoring.
• Identify and implement operational best practices through collaboration with the wider team.
• Motivate and effectively performance manage Operations Managers within the account to ensure overall targets and business plans are achieved.
• Identify and highlight opportunities for service and process improvements.
• Demonstrate achievement of results, such as business improvements, cost savings, and revenue generation
• Translate business strategy into day-to-day delivery.
• Set and review quality performance standards.
• Oversee and manage the performance management system, taking disciplinary actions as needed.
• Develop and maintain business continuity plans on a daily, weekly, and quarterly basis, including team staffing coordination, work from home planning, and disaster recovery plans.