Operations Lead

The GMP Group · Singapore · 1 month ago

Support the Operations Manager in overseeing daily operations, ensuring team KPIs are met consistently.
Monitor the progress of field resources daily, ensuring timely job completion and closure.
Take responsibility for leading team leads, including designing processes and workflows, managing service operations, and overseeing field service resources.
Drive the achievement of internal team and contractual Service Level Agreement (SLA) targets, including recovery and improvement plans.
Provide leadership and guidance on service delivery processes, ensuring alignment with service contracts and deliverables.
Maintain high service quality standards across all aspects of service delivery, prioritizing customer satisfaction and team morale.
Manage the team's RACI framework, roles and responsibilities, workload distribution, and training roadmap.
Oversee both internal resources and external partner workers, ensuring service quality and performance meet targets.
Conduct regular operational reviews with the service team or individual members to identify and resolve issues effectively.
Assist and advise field resources in handling escalation cases as needed.
Manage work-related escalations involving clients and internal stakeholders when required.
Prepare operational reports, analyze findings, and share insights with customers.
Understand customer requirements and build strong, lasting relationships with them.
Participate in meetings with the management team and external customer teams.

Requirements:

Explore more jobs