Duties & Responsibilities

Monitoring Center Enablement:

• Define, develop and build strategies that serve as the foundation of monitoring in the form of governance, metrics and innovation/improvement.

o Needs assessments,

o Performance measures and reviews

o Capacity planning

o Cost/benefit analyses

o Defining productivity, quality, and customer-service standards;

• Define key metrics, service levels and reporting foundations.

• Develop and improve SLAs and KPIs, workflow management, training and quality, and knowledge management.

• Maintains and improves operations by identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs to ensure institutional changes that are repeatable and sustainable.

• Develop and deliver project and/or change management strategies, plans and communications to ensure awareness, understanding and adoption.

• Prepares and sends performance reports by collecting, analyzing, and summarizing data and trends.

• Ensure that all work is done properly, according to company standards and in a timely manner

• Analyze and improve organizational systems and processes focusing on quality, productivity, efficiency and scalability

• Develop a relentless focus on quality assurance (identifying issues, implementing change, standardizing operational procedure)

• Participate in a variety of ad-hoc reporting, special projects, as required

People Management

• Provide direction, training, guidance and support to departmental employees

• Develop appropriate policies and procedures to support effective service at the monitoring centre.

• Developing best business practices for the monitoring centre

• Institutionalize the right metrics, KPI’s and leadership dashboards to organize operations in a well-managed and sustainable way.

• Investigate incidents and issues pertaining to the monitoring centre inclusive of the monitoring of client sites by those employees that are under your supervision

• Ensure team is in compliance with the Company’s policies and/or any other regulatory act

• Provide leadership and promote company culture that encourages high performance and high morale, built on empathy and relationships.

• Responsible for leading and developing a local team to execute on the goals and strategies.

Project Management

• Member of the steering committee to ensure that processes and controls are in place to manage and mitigate project risks, and to ensure that monitoring-related projects are delivered on time and within budget

• Ensure that the objectives and business requirements of the monitoring-related projects are well-defined

Qualifications

• Bachelor’s degree in Operations Management (or any related field)

• Minimum 10 years of operations management experience in a multinational environment

• Strong knowledge and experience with process improvement

• Basic understanding of general finance and budgeting

• Proficient with Microsoft Office programs; Word, Outlook, Excel, Powerpoint

• Aptitude for learning new technology

• Lean six sigma certification is preferred

Core Competencies

• Exceptional organizational, time management, project management skills and multi-tasking abilities

• Minimum of 3 years work experience as Manager of Operations or equivalent with extensive experience managing multiple sites/segments and larger teams (>100 FTEs)

• Able to adjust working hours as required to meet demands of supporting 24/7 call centre operations and North American based client groups.

• Ability to travel

• Strong written and oral communication skills

• Accountable, insisting on completeness and accuracy in their work

• Thrives in a very busy and dynamic environment

• Enjoys learning, building new skills and being a team player

Working Conditions

• Office setting

• Flexible schedule (with occasional night shift schedule)