OTC Operations Manager

JOB PURPOSE/MISSION/SUMMARY: 

The Operations Manager is responsible for leading and optimizing the daily operations of assigned business units. This role ensures operational excellence, drives continuous improvement, and fosters a high-performance culture aligned with strategic objectives. The Operations Manager leverages data-driven decision-making, digital tools, and agile methodologies to enhance productivity, customer satisfaction, and cost efficiency. 

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS: 

Key Responsibilities 

• Culture & Environment: Foster an inclusive, collaborative, and psychologically safe work environment that promotes innovation, well-being, and team engagement. 

• Governance & Compliance: Ensure adherence to organizational policies, regulatory requirements, and ethical standards. 

• Performance Enablement: Implement modern performance management practices including real-time feedback, coaching, and development planning. 

• Operational Excellence: Utilize practical problem-solving methodology, automation, and process improvement tools to streamline workflows and eliminate inefficiencies. 

• Strategic Leadership: Translate strategic goals into actionable plans. Lead transformation initiatives and change management efforts. 

• Stakeholder Engagement: Build strong relationships with internal and external stakeholders. Ensure transparent communication and alignment across teams. 

• Financial Stewardship: Monitor and manage budgets, forecast resource needs, and identify cost-saving opportunities. 

• Talent Development: Lead recruitment, onboarding, and upskilling initiatives. Champion employee growth through mentoring and career pathing. 

• Digital Fluency: Advocate for and implement digital solutions to enhance operational capabilities and customer experience. 

• Other Duties: Perform additional responsibilities as required to support business continuity and growth. 

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: 

Skills / Competencies 

• Continuous Learning & Growth Mindset 

• Systems Thinking & Strategic Agility 

• Customer Centricity & Experience Design 

• People Leadership & Emotional Intelligence 

• Innovation & Change Leadership 

• Data Literacy & Analytical Thinking 

• Collaboration & Cross-functional Teaming 

• Project & Program Management  

• Digital Transformation & Automation Awareness 

• Risk Management & Decision-Making 

• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) 

Behavior  

• Proactive and Empowered 

• Thinks ahead and anticipates actions 

• Self-motivated to enhance and simplify programs, processes, and experiences 

• Take actions based on observed needs without waiting for direction 

• Creative 

• Moves with speed and urgency to actively address the needs of the business 

• Innovates to do things differently, more simply and effectively 

• Pivots quickly to address unanticipated obstacles 

• Accountable 

• Accepts responsibility for decisions and actions 

• Acknowledges and learns from experience 

• Collaborative 

• Inclusive of others to reach the best solution 

• Shares information and success with others 

• Expands understanding by seeking other's perspectives 

• Customer-focused 

• Moves decisively to solve customer and business challenges 

• Acts with passion and conviction in interactions with customers, partners, and colleagues 

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS: 

• Bachelor’s degree in any Business-related course, Operations Management, or related field 

• Minimum 2 years of leadership experience in a shared services or IT-enabled environment 

• Certifications in Lean Six Sigma, Agile, or Project Management are a plus