Enterprise Business Operations Manager at Avetium Consult

Job Title: Enterprise Business Operations Manager

Activities

• Oversee the operations team responsible for order management, billing, payments, customer care, second-level support, and contracts administration.
• Foster a culture of accountability, continuous learning, and operational excellence among team members.
• Develop and implement performance management strategies for the team, ensuring individual and team goals align with company objectives.
• Ensure timely and accurate execution of all operational tasks, including order fulfillment, contract management, customer queries, and billing processes.
• Monitor service delivery KPIs to ensure the team meets or exceeds service level agreements (SLAs) and client expectations.
• Address escalations and ensure prompt resolution of complex customer issues.
• Identify opportunities for process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.
• Lead the implementation of process improvement initiatives, leveraging methodologies like Lean Six Sigma.
• Collaborate with the IT team to streamline workflows and enhance system capabilities for operational tasks.
• Monitor and report on operational performance metrics, including billing accuracy, order fulfillment, and customer service efficiency.
• Ensure financial integrity in billing and payment processes, collaborating closely with the finance department for accurate financial reporting.
• Act as the primary liaison between enterprise clients and internal teams, ensuring alignment on service delivery expectations and operational requirements.
• Collaborate with other departments such as sales, finance, and IT to ensure smooth cross-departmental coordination and the successful implementation of enterprise-wide initiatives.
• Ensure operational processes comply with industry regulations, internal policies, and contractual obligations.
• Mitigate operational risks by developing contingency plans, identifying potential vulnerabilities, and implementing corrective actions.
• Align operations strategies with the company’s overall mission and growth objectives.
• Support senior leadership in developing long-term operational strategies that enhance competitiveness and operational scalability.

Candidate Profile

• Bachelor’s Degree in Business Administration, Operations Management, or a related field.
• Master’s Degree in Business Administration (MBA) or relevant field is preferred.
• 8 – 10 years of experience in operations management, preferably within a Business Process Outsourcing (BPO) or enterprise service environment.
• Experience in leading and managing multi-functional teams across various service areas.
• Proven track record in managing complex operational workflows, customer service management, and process improvement initiatives.
• Lean Six Sigma (Green/Black Belt)
• Project Management Professional (PMP) certification
• ITIL (Information Technology Infrastructure Library) Certification.

Application Instructions:

The application deadline is 30th October 2024. Therefore qualified and interested candidates should send their Resume to: [email protected] using the Job Title as the subject of the mail.