Senior Operations Manager

Senior Ops Manager is responsible for developing and implementing policies, procedures, and systems to ensure efficient and effective service delivery to clients. This role ensures seamless collaboration with government agencies, drives service excellence, expands the service portfolio, and manages the profitability of the One-Stop Shop.

Key Responsibilities

Service Delivery and Operations

• Develop and implement operational policies and procedures to ensure efficient and effective customer service delivery.
• Provide timely and high-quality services to clients, meeting their project requirements.
• Monitor license and permit application processes to ensure transparency, timeliness, and clear communication with businesses.
• Oversee the integration of government services to reduce redundancy and improve efficiency.
• Maintain a log of customer requests and ensure prompt follow-up with relevant departments.

Strategy and Performance Management

• Contribute to the development and execution of the department's short- to mid-term strategic plans, ensuring alignment with strategic priorities and corporate goals.
• Assist in the preparation of annual business plans to achieve financial and strategic objectives.
• Monitor, control, and report on key performance indicators, recommending corrective actions to address any gaps.

People Management

• Manage the activities of direct reports, ensuring efficient workflow aligned with annual business plans, policies, and procedures.
• Oversee the performance management process by setting objectives, mentoring, coaching, and providing constructive feedback.
• Identify training and development needs in collaboration with the Human Capital Department to address knowledge gaps and ensure team competence.

Organization Structure

• Contribute to defining an optimal structure for the department to streamline workflows and maximize resource utilization.
• Provide input for the preparation and consolidation of the department's budget.
• Monitor financial performance, identify areas of underperformance, and recommend mitigating actions.

Policies, Systems, Processes, and Procedures

• Recommend improvements to departmental procedures and oversee the implementation of policies and systems to ensure compliance and operational efficiency.
• Identify opportunities for continuous improvement, incorporating international best practices to enhance effectiveness.

Quality, Health, Security, Safety, and Environment (QHSSE)

• Ensure compliance with regulatory requirements and relevant QHSSE procedures to guarantee employee safety and the delivery of high-quality services.

Reporting

• Ensure timely and accurate preparation of reports in line with departmental requirements, policies, and standards.

Service Development and Revenue Generation

• Proactively identify opportunities to expand the OSS service portfolio.
• Introduce innovative services to enhance customer experience and increase revenue streams.
• Develop operational plans to achieve revenue targets and enhance profitability.

Monitoring and Quality Assurance

• Monitor third-party service delivery to ensure compliance with agreed service standards and SLAs.
• Collaborate with quality assurance teams to maintain high service standards across all service providers.

Qualifications and Experience

• Education:
• Bachelor's Degree in Business Administration, Management, or equivalent (Master's preferred).
• Additional qualification in Commercial Law is advantageous.
• Experience:
• 7-10 years of experience in similar operations, with at least 4 years in a supervisory or mid-management role.
• Proven experience in Freezone, Special Economic zone or similar.