Solinas - Operations Manager

About

• Monitor and improve delivery KPIs such as SLA adherence, turnaround time, and quality metrics
• Partner with delivery leads to identify performance gaps and implement corrective actions
• Drive client-centricity and operational agility across service lines
  

Process Mapping & Optimization

• Lead detailed process diagnostics using SIPOC, swimlane diagrams, and value stream mapping
• Identify inefficiencies, redundancies, and automation opportunities across delivery workflows
• Standardize and document best-in-class processes for scalability and compliance
  

Technology Enablement

• Partner with digital teams to implement automation solutions (e., RPA, low-code platforms, workflow orchestration)
• Leadership: Inspiring and motivating teams, fostering a positive work environment, and setting clear performance expectations.
• Communication and Stakeholder Management: Excelling in verbal and written communication to effectively interact with stakeholders at all levels, actively listening to client requirements, and conveying information clearly.
• Problem-Solving and Decision-Making: Strong analytical skills to identify problems early and develop effective solutions while considering potential impacts on stakeholders and project outcomes.
• Customer Focus: Prioritizing customer satisfaction, actively seeking feedback, and continuously refining service offerings to meet evolving demands.
• Adaptability and Resilience: Embracing change, adapting to shifting project requirements, and maintaining momentum even in challenging situations.
• Continuous Improvement: A commitment to continuous learning and staying informed about the latest trends, tools, and methodologies in service management.
• Teamwork and Collaboration: Working effectively in collaboration with team members and stakeholders to achieve shared goals