Operations Manager

About the role

The Operations Manager will lead the design, launch, standardisation and optimisation of operational processes across vendor and internal teams. You will work independently to drive efficiency, improve customer experience and ensure compliance with legal, risk and financial guidelines.

Key responsibilities

• Ideate, launch and scale solutions that enhance operational efficiency and success metrics.
• Publish and communicate operational KPIs and metrics.
• Create and maintain SOPs, process maps, workflow documentation and training programmes.
• Manage end‑to‑end customer experience for programmes, policies and operations.
• Lead projects that solve large‑scale operational challenges.
• Collaborate with suppliers and internal partners to ensure compliance and effective workflow execution.
• Develop and execute an operations review process to gain performance insights.
• Track, analyse and report trends in process performance, identifying improvement opportunities.
• Facilitate knowledge sharing through case studies, industry events and internal training.
• Oversee supplier selection, onboarding, performance reviews and progress evaluations.
• Provide feedback to service providers and internal stakeholders to simplify complex workflows.
• Respond to SLA‑bound queries, resolve escalations and streamline high‑volume ticket types.

Required profile

• Proven experience in process optimisation and operational efficiency programmes.
• Ability to work with minimal guidance and deliver results independently.
• Strong analytical mindset with a track record of tracking and interpreting operational trends.
• Experience managing vendor relationships and ensuring SLA compliance.

Required skills

What we offer

• Opportunity to shape operational strategy across multiple teams.
• Collaborative environment with cross‑functional stakeholders.
• Exposure to large‑scale process redesign and automation initiatives.