About this role
About The Role <p style="margin:0px;padding:0px;font-weight:normal;font-style:normal;background-color:rgb(255,255,255);text-align:left;"><span style="margin:0px;padding:0px;font-size:15px;font-style:normal;line-height:19px;font-family:Arial, Helvetica, sans-serif;font-weight:normal;"><span style="margin:0px;padding:0px;">We are looking for an Operations Lead to manage and support our partner OURA. We are looking for someone with leadership qualities. Your role as a leader will look to inspire people to do their best and to create a great relationship with our partners. Within your team you should be able to create an environment that is built on open communication, trust, creative thinking, and team effort. </span></span><span style="margin:0px;padding:0px;font-size:15px;line-height:19px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;"> </span><br style="margin:0px;padding:0px;"></span><span style="margin:0px;padding:0px;font-size:15px;font-style:normal;line-height:19px;font-family:Arial, Helvetica, sans-serif;font-weight:normal;"><span style="margin:0px;padding:0px;"> </span></span><span style="margin:0px;padding:0px;font-size:15px;line-height:19px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;"> </span><br style="margin:0px;padding:0px;"></span><span style="margin:0px;padding:0px;font-size:15px;font-style:normal;line-height:19px;font-family:Arial, Helvetica, sans-serif;font-weight:normal;"><span style="margin:0px;padding:0px;">The Ops Lead will be responsible for delivery operations and meeting targets relating to the Clients contact and service delivery requirements along with improving and developing the team. This will include day-to-day responsibility for managing relationships with senior client management and internal stakeholders and ensuring the operations delivers the required performance and being committed to delivering a great customer experience.</span></span><span style="margin:0px;padding:0px;font-size:15px;line-height:19px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;"> </span><br style="margin:0px;padding:0px;"></span><span style="margin:0px;padding:0px;font-size:15px;font-style:normal;line-height:19px;font-family:Arial, Helvetica, sans-serif;font-weight:normal;"><span style="margin:0px;padding:0px;"> </span></span><span style="margin:0px;padding:0px;font-size:15px;line-height:19px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;"> </span><br style="margin:0px;padding:0px;"></span><span style="margin:0px;padding:0px;font-size:15px;font-style:normal;line-height:19px;font-family:Arial, Helvetica, sans-serif;font-weight:normal;"><span style="margin:0px;padding:0px;">This is a permanent work from home role but there is an expectation that, where necessary, the Ops Lead will travel to meet some partners. </span></span><span style="margin:0px;padding:0px;font-size:15px;line-height:19px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;"> </span> </span></p><p style="margin:0px;padding:0px;font-weight:normal;font-style:normal;background-color:rgb(255,255,255);text-align:left;"><span style="font-size:15px;font-family:Arial, Helvetica, sans-serif;"><br></span></p><div style="margin:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><p style="margin:0px 0px 10.6667px -38px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:left;"><span style="font-size:15px;font-family:Arial, Helvetica, sans-serif;"><strong>What you will be doing</strong> </span></p></div><p style="margin:0px 0px 10.6667px -38px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:left;"><span style="margin:0px;padding:0px;font-size:15px;line-height:19.425px;font-family:Arial, Helvetica, sans-serif;background-color:rgb(198,198,198);"> </span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Working as a key point of contact for our partners, attending partner meetings and working with the team to ensure we deliver to contracted requirements. </span></span></p><ul style="list-style-type:disc;margin-left:0px;"><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Ensuring the effective allocation of resources to deliver the department’s services and activities. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Ensure all relevant documents and material ismaintainedand updated.</span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Create weekly, monthly and quarterly operational and business reviews and submit to the client, provide a valuable contribution to review meetings and strategy sessions.</span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Taking ownership of weekly, monthly, and quarterly deliverables for internal and external stakeholders, ensuring the quality of outputs are in line with the agreed</span><span style="margin:0px;padding:0px;">SLA’s</span><span style="margin:0px;padding:0px;">. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You will be responsible for managing and developing employees within the department. This includes ensuring that employees are clear about expected standards of performance, motivated, and professionally developed. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">The development, monitoring and review of policies, processes, and procedures, including further development ensuring activities are delivered consistently within agreed timelines. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets!</span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Actively look for opportunities and improvements for development and </span><span style="margin:0px;padding:0px;">Be </span><span style="margin:0px;padding:0px;">innovative, share ideas and drive improvement in Process, People and Technology.</span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Liaise clearly and confidently with all internal and external stakeholders to plan, agree, schedule, and deliver best practice. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Deal with any escalations to ensure a positive resolution for the customer. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Assist in interviewing, hiring, and training new candidates. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Manage and lead individual project work to ensure it meets strategic objectives. </span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Manage and lead department projects and initiatives as required, ensuring they meet strategic objectives and implementation is achieved on time.</span></span></li><li style="margin-left:24px;font-size:15px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Manage contract change control, budgets and billing including regular and accurate forecasting and call out of financial risk at appropriate times.</span></span></li></ul><div style="margin:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><p style="margin:0px 0px 10.6667px -38px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:left;"><span style="margin:0px;padding:0px;font-size:15px;line-height:19.425px;font-family:Calibri, 'Calibri_EmbeddedFont', 'Calibri_MSFontService', sans-serif;"> </span></p></div> Your profile <p style="margin:16px 0px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:justify;"><span style="margin:0px;padding:0px;font-size:15px;line-height:20.7px;font-family:Arial, Helvetica, sans-serif;"><span style="margin:0px;padding:0px;">To thrive in this role, you should </span><span style="margin:0px;padding:0px;">possess</span><span style="margin:0px;padding:0px;"> the following qualifications and attributes:</span></span><span style="margin:0px;padding:0px;font-size:15px;line-height:20.7px;font-family:Arial, Helvetica, sans-serif;background-color:rgb(198,198,198);"> </span></p><ul style="list-style-type:disc;margin-left:0px;"><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You have a minimum of 5 years' experience in leading a support function or managerial position within the BPO industry . </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You have excellent intellectual and analytical ability. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You are willing to take ownership of issues and can communicate effectively with clients and colleagues. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You have the confidence and knowledge to provide constructive feedback to your team and the customer to help support their development. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You can rapidly assimilate and digest volumes of information. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You are a strategic thinker, able to take the lead and work to achieve organisational goals. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You have excellent written and verbal communication skills. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Highly organised with a systematic approach to work and excellent attention to detail</span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You can work under pressure, prioritise, and handle significant workload. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You can work in partnership with Operations and your colleagues in the support teams to provide customer feedback and ensure requests are resolved promptly. </span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">You manage customer communications during service events ensuring extensive communication with the customer and all customer facing groups, including Senior Leadership</span></span></li><li style="margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:15px;"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">Excellent presentation skills</span></span></li></ul><p style="margin:0px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:justify;"><span style="margin:0px;padding:0px;background-color:rgb(198,198,198);font-size:15px;line-height:18px;font-family:Calibri, 'Calibri_EmbeddedFont', 'Calibri_MSFontService', sans-serif;color:rgb(0,0,0);"> </span></p> Why us? <div style="margin-top:0px;margin-right:0px;margin-bottom:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);"><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;">F</span><span style="margin:0px;padding:0px;font-size:15px;">ully Remote work from home role based in Malaysia <br></span><span style="margin:0px;padding:0px;font-size:15px;">A competitive salary.</span></span><span style="font-size:15px;"><br></span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:15px;">Equipment provided.</span></span><span style="font-size:15px;"><br></span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:15px;">Home office allowance .</span></span><span style="font-size:15px;"><br></span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:15px;">Online Gym and Wellbeing Studio. </span></span><span style="font-size:15px;"><br></span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:15px;">The opportunity for professional growth. </span></span><span style="font-size:15px;"><br></span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:15px;">Fun company events and team outings. </span></span><span style="font-size:15px;"><br></span><span style="margin:0px;padding:0px;font-style:normal;line-height:20.5042px;font-weight:normal;"><span style="margin:0px;padding:0px;font-size:15px;">Autonomy and Responsibility.</span></span></div>