** This is an onsite position in Waterloo, Ontario - We do not offer relocation package. **PURPOSE:

The Senior Operations Manager is responsible for overseeing and coordinating the operational activities of multiple client programs, ensuring the achievement of performance objectives, quality standards, and client satisfaction. This role involves leading a team of Operations Managers and Team Leaders while collaborating with the leadership team to drive operational excellence and continuous improvement.

ORGANIZATIONAL PLACEMENT:

Typically Reports To: Director or VP of Operations

Typical Direct Reports: Operations Managers and Team Leaders

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1.     Leadership and Team Management:

·         Provide leadership, guidance, and mentorship to a team of Operations Managers and Team Leaders.

·         Collaborate with subordinate managers to ensure program productivity, quality, and customer satisfaction/client performance objectives are consistently met.

·         Foster a culture of teamwork, accountability, and excellence among all levels of the operational team.

2.     Operational Excellence:

·         Collaborate with Operations Managers to ensure that client KPIs and company performance expectations are consistently met and improved upon.

·         Monitor operational reports regularly, identify areas of deficiency, and develop and implement action plans to address issues.

3.     Client and Stakeholder Communication:

·         Maintain open and effective communication with clients, conveying their goals and performance metrics to the operational team to ensure a high level of customer service.

·         Regularly update the Site Director and other members of the management team on current operational performance, escalating issues in real-time, including financial, performance, and human resources matters.

4.     Talent Development:

·         Oversee the coaching and development of direct reports, focusing on skill acquisition and refinement.

·         Conduct regular performance reviews and one-on-one meetings with Operations Managers and Team Leaders to evaluate their performance against KPIs.

5.     Performance Improvement / Problem Resolution:

·         Drive the team to exceed department goals and objectives by identifying opportunities for process improvement, cost reduction, and overall operational efficiency.

·         Proactively address operational challenges, seeking innovative solutions to enhance performance, efficiency, and client satisfaction.

6.     Continuous Learning:

·         Stay informed about industry trends, emerging technologies, and best practices in operations management, sharing this knowledge with the team to drive innovation and improvement.