Key Responsibilities
• Oversee and coordinate daily front- and back-office activities to ensure efficient service delivery in a high-volume, customer-facing environment.
• Identify and resolve operational bottlenecks to minimize service interruptions and ensure adherence to service-level timelines.
• Handle and resolve complex operational issues, escalating to senior management when necessary.
• Collaborate in the continuous development and enhancement of operational procedures, workflows, and digital tools.
• Maintain effective communication channels with cross-functional teams, clients, and external partners.
• Ensure compliance with internal quality standards, contractual obligations, and local regulatory requirements.
• Lead, coach, and motivate the team to meet or exceed key performance indicators and customer satisfaction goals.
• Prepare and deliver timely operational performance reports with actionable insights and recommendations.
Qualifications
• Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field.
• Master’s degree or MBA is an asset.
• 3–5 years of experience in a supervisory or team leadership role within a high-volume, customer-facing operations environment.
• Strong understanding of data privacy, document handling, and confidentiality protocols.
• Experience in training, onboarding, or mentoring staff in procedural or compliance-heavy settings.
• Hands-on experience with CRM platforms, appointment scheduling, or queue management systems is preferred.
• Strong analytical and problem-solving skills, with a proactive and solution-focused approach.
• Excellent interpersonal and leadership skills in a multicultural and dynamic work environment.