Operations Manager

About the Company

Innodata is committed to delivering exceptional service and support to our clients. Our mission is to optimize project delivery through effective management and collaboration, fostering a culture of continuous improvement and employee engagement.

About the Role

As operation manager you are expected to manage the overall performance and governance of the Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW in partnership with and as delegated by the Project Managers, promptly identify and resolve Service delivery issues including implementation of preventive measures, handle transition management during set-up phase or expansion phase.

Responsibilities

• Leading end-to-end small to medium project deployment in collaboration with the Project Managers, Team Managers, and Total Quality Management (TQM) teams and all stakeholders.
• Supporting total customer satisfaction and close monitoring of attainment of daily KPIs.
• Supporting and communicating all strategies, processes and initiatives of TQM teams and promoting collaboration of all Operations leaders as needed and in improving Clients community and support experience.
• Playing an active role in improving policies, products, processes and support system processes by providing insights and offering suggestions including feedback from the teams.
• Identifying potential risks or issues with project implementations and proactively drive communications with internal and external stakeholders.
• Translating business requirements into operation plans and collaborating with the Company support teams during deployment and execution of plans.
• Crafting and implementing tracking, monitoring and reporting methodologies of all SLAs required per SOW.
• Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members and defining resolution and operations strategies to achieve all SLAs.
• Assessing and prioritizing the top-operations issues affecting the team productivity, capacity, delivery, quality, training, and implementing mitigation processes with other Operations leaders.
• Collaborating with all support teams, implementing project and process kick-offs, monitor and report project/process/initiative status, initiate resolution discussions for any challenges.
• Manage, monitor and communicate change delivery items as needed.

Required Skills

• 5+ years of experience in operations and people management experience, including managing leaders, and a strong desire to develop team members.
• Dynamic leader with experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills.
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support.
• Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members.