Senior Manager, Operations

In this position you will....

Managing a team of Operation Managers and external service providers, this role is accountable for delivery of end-to-end customer experience, KPI performance and financial objectives. This individual will lead the team to manage external service providers to ensure all operational KPIs are achieved, including contact center performance, repair partner quality and turn-around time (TAT), high speed logistics and overall service costs are met.

Must have a successful record of managing multiple vendor relationships, and the coordination of cross-functional efforts. The successful candidate must possess strong influence, people, analytical, and problem-solving skills, as well as the ability to drive significant results in ambiguous situations. This is a position with extensive responsibilities and a high amount of autonomy, which will require demanding work hours at times.

You will be responsible for…

Service Delivery

• Experience in managing people, developing team and improving processes
• Ensures relationships between Operation Managers and 3rd party network are met and at the same time customer expectations are exceeded
• Leveraging regional and global vendor relationships to create scale and leverage, while optimizing productivity and cost.
• Sets operational metrics and holds team accountable for delivering on goals
• Collaborate and support external vendors and internal stakeholders
• Accountable for delivery of client contractual obligations
• Strategic vision to determine a course of action from several data points & execute a plan of action
• Maintain benchmark reporting for our business and understand how it compares to the rest of the industry
• Understands client requirements and objectives; translates client requirements into operational requirements to functional group. Clearly communicates vision and requirements to functional group
• Accountable for the delivery of multiple client projects that require coordination and orchestration across multiple internal stakeholders and delivery teams
• Establish and lead best practices sharing discussions with international Operations teams to build relationships and provide cross-pollination of ideas
• Recognizes operational risk factors early on and mitigates or creates contingency plans
• Report out to executive team and/or client teams on results, risks, and opportunities identified
• Serves as a single point of contact for overall project issues
• Lead research, analysis, recommendations, and launches of new services, processes, and technology that will increase the company’s operational capabilities and/or improve current operations and processes

Buy Back & Trade-in

• In charge of overseeing the company’s Second-Hand Device Trading Business Division
• Manage and build company’s capabilities in the trading of second-hand smart phones and tablets from the open market.

Captive Repair

• Responsible for overall operation and expansion of Captive Repair Hubs within given territory.
• Manage supply chain requirements to maintain availability of parts
• Achieve performance based on metrices including, but not limited to, SLA, TAT and other measurements reflected in Key Performance Indicator (KPI)
• Oversee budget, planning and costing to ensure positive P&L Report
• Provide an inspired leadership to the unit
• Work with different stakeholders to unsure that service delivery is supported
• Identify risks and opportunities for expansion to multiple satellite offices

Supply Chain Management

• Responsible for overall cycle of supply chain management including inventory
• Develop supply chain strategy that will ensure resource optimization and profitability
• Manage sub-level functions such as warehousing, inventory and logistics
• Maintain and expand third-party partners that caters services for repair, courier, contact center, etc.

For you to be successful…

We expect you to be able to demonstrate the following key competencies 

Impactful

• Holds high standards for delivery of outcomes with a lens of continuous improvement. Establishes metrics and measures progress.
• Committed to delivering strategically aligned objectives, creates plan to achieve with key milestones and measures
• Perseveres, tries new approaches to reach challenging goals and persists until outcomes and commitments are met.

Customer focus

• Puts the customer at the center of decision making and uses design thinking to ensure the solution is desirable, feasible, viable, and sustainable
• Understands relevant customer journeys and makes the customer part of the solution to optimize experiences

Adaptable

• Is quick to adapt approach and act flexibly in response to changes in the strategic and/or operational direction of the organization
• Manages multiple requirements in a positive and proactive manner adjusting approach to reach goals as required. Manages adversity well and adapts.

Communication

• Communication is clear and concise and uses data relevant to the audience to support points of view and suggestions
• Shares accurate, timely information with the right people in an appropriate format for the audience

Creative

• Pushes the boundaries, evolves ideas and follows through on implementation
• Brings a fresh and original perspective to creating new solutions.
• Experiments with different ideas to solve issues, develop new offerings and enhance approaches

You will require the following qualifications and skills                                                                                           

• Bachelor’s Degree and 8+ years relevant experience in an Operations Excellence multinational company, preferably within Mobile phone reverse logistic industries.
• Exceptional analytical, creative, technical project management and interpersonal skills.
• Comfort with ambiguity, autonomy, and responsibility; you enjoy figuring out what needs to be done and then make it happen.
• Strong quantitative capabilities. Adept at drawing conclusions from a variety of data sources.
• Prioritises tasks according to business objectives and can pursue several objectives simultaneously.
• Excellent communication, presentation, and interpersonal skills.
• Advanced knowledge in MS Office applications, especially Excel and MS PowerPoint.