Operations Manager
Sarajevo
Permanent Na licu mjesta
On behalf of our client, Manpower BiH is looking for a motivated and experienced professional to join their team in the role of: Operations Manager
Authorities:
1. Decision-Making:
1. Meeting or exceeding Profitability Targets across the Operations Team
2. Performance Monitoring and Management and Reporting of the Operation Team Leads
3. Operations Team Training and Development
4. Key Relationship Management and Satisfaction
5. Process Development, Compliance and Improvement
6. Operational Strategy and Planning
7. Regulatory Compliance of the Operations Team
8. Crisis and Risk Management across the Operation Team
Responsibilities: As part of the role and within listed accountabilities, you will be responsible for:
KPIs
1. Quality of Service of the Operations Team
2. Operational profitability within the agreed plan
3. Targets and KPIs achieved by Carrier Sales, Auction and Customer Support Teams
4. Staff performance ratings
5. Team satisfaction
6. Staff and Client Retention rates
Qualifications, experience, skills and competencies:
Authorities:
1. Decision-Making:
- Authorized to make recommendations regarding people and resource planning and management within the approval limits, in order to meet company goals
- Authorized to make decisions which contribute to effective running of operations and quality of service
- Authorized to coordinate and oversee processes related to pricing, proposals and agreements
- Ensure compliance with terms and conditions of service integral to Operations agreements
- Authorized to assign tasks, set performance targets, develop and mentor team members to enhance productivity
- Handle underperformance, improvement plans and suggest termination if needed
- Authorized to make decisions related to managing profit and loss for the Operations team, within the agreed budget and strategy
- Authority to establish and maintain relationships with key partners and resolve any high-level issues
1. Meeting or exceeding Profitability Targets across the Operations Team
2. Performance Monitoring and Management and Reporting of the Operation Team Leads
3. Operations Team Training and Development
4. Key Relationship Management and Satisfaction
5. Process Development, Compliance and Improvement
6. Operational Strategy and Planning
7. Regulatory Compliance of the Operations Team
8. Crisis and Risk Management across the Operation Team
Responsibilities: As part of the role and within listed accountabilities, you will be responsible for:
- Developing and implementing operational strategies and metrics to improve efficiency and effectiveness
- Aligning departmental goals with overall business objectives. Contributing to business growth and development
- Meeting or exceeding profitability targets and objectives set for the Operations teams: Carrier Sales and Auction / Pricing Managing, monitoring and reporting on team performance metrics and KPIs of Customer Support, Auction and Carrier Sales Team Leads
- Monitoring and producing relevant management reports Managing ongoing training and development of team members to ensure skill enhancement and readiness for growth, change and future challenges
- Managing effective communication and collaboration across carrier sales, auctions, and customer service teams and with Business Support Services (finance, accounting, analytics, HR and IT)
- Ensuring cohesive operation between departments to meet customer needs.
- Ensuring high levels of customer satisfaction by maintaining service quality and resolving issues promptly
- Managing and mitigating risks in order to prevent and minimize operational disruptions
- Lead crisis management efforts as required to ensure continuity of operations.
- Ensuring all operations comply with industry regulations and legal requirements in US and BiH
- Staying updated on relevant legislation changes, ensuring company adherence.
- Identify and implement appropriate tools and tech solutions to streamline operations
- Ensure staff are trained in and make effective use of operational software and tools.
KPIs
1. Quality of Service of the Operations Team
2. Operational profitability within the agreed plan
3. Targets and KPIs achieved by Carrier Sales, Auction and Customer Support Teams
4. Staff performance ratings
5. Team satisfaction
6. Staff and Client Retention rates
Qualifications, experience, skills and competencies:
- Minimum of 5 years of leadership and management experience, with at least 2 years of experience in leading and managing people
- Exceptional business acumen and analytical skills
- Experience of profit and sales management and reporting
- Excellent communication, organizational, and problem-solving skills
- Ability to operate strategically, independently, flexibly and adaptively
- High attention to detail and the ability to handle confidential information with integrity
- High levels of flexibility, autonomy, ability to work under pressure and problem-solving skills
- Digital literacy and competence, including proficiency in MS Office (Word, Excel, PowerPoint, Power BI)
- Excellent communication skills in English and B/H/S
- Experience of working in a diverse international environment
- Experience within the logistics industry is considered an asset
- A qualification in Business Management or equivalent is considered an asset
