COE Operations Manager

Operations/Functional Responsibilities:

· Work closely with the Head of COE, Managers and Team Leaders, Digital Transformation, and the Automated COE's team to manage change initiatives and projects, if any.

· Fulfil tasks, assignments, projects as and when assigned by the Head of COE, BUs and/or the Management

· Demonstrate and work on the continuous improvement methodologies, if any, on those being implemented with knowledge and usage of statistical applications

· Ensure that the services provided by the team is in line with the BUs and key stakeholders' expectations

· Ensure that the team has availability of suitably, required skilled sets and resources as best to fulfil and fit the tasks' needs and requirements, which includes effective teamwork and communication

· Ensure good and suitable work attributes and practices are in place to protect the work/tasks assignments through legal and regulatory compliance all the way to robust the business continuity planning and management.

· Optimizing processes and ensuring enabling technologies' applications are running smoothly in its operation

· Ensure the effectiveness of day-to-day operations, to deliver higher quality and better value of services of which the outcomes would be superior to the previous status quo

· Embed culture of continuous improvement within teams and foster culture of change, achieving sustainable results and deliverables by driving and motivating the team with their optimal capabilities and caliber

· Ensure that all Managers of the functional units in COE keyed-in and submit their respective functions' dashboard for team utilization, turn-around-time, timeliness and accuracy for submission to the Bus and Management

· Assist in the planning, performing and implementation of current processes and improvement initiatives in addition to ownership of operational processes through regular data gathering, analyses and process mapping

· Assist in the developing of performance metrics to track and monitor effectiveness of process improvement solutions

· Assist in establishing effective controls to ensure integrity of projects and process improvement initiatives are implemented.

· Assist in driving continual improvement in COE by having on-going focus on providing improved capabilities that contribute to better business operations and outcomes which can cover a range of shared services' attributes such as staff capabilities, service levels, service offerings and technology exploitation, not just the employed processes in ensuring that they consistently meet the needs of the key stakeholders,

· Ensure best practice of corporate governance and compliance with statutory/regulatory requirements.

People Management:

· Able to expertly and harmoniously lead and manage the team and is responsible for employee retention and recruitment, able to set the tone for all teams, creating a working environment that attracts and fosters employees of the highest caliber

· Able to motivate and manage with the right skills where employees are encouraged to be the best versions of themselves, not only in terms of their day-to-day productivity but also it comes to their personal development

· Possess good communication skills to ensure tasks, assignments and work processes, mission and vision of COE can be effectively conveyed across the team

· Able to convey strategies, policies and/or aspirations of Company to team members

· Able to provide timely dissemination of information or messages from the Head of COE/Management to team members

Clients Relationship:

· Ensure operational objectives of service quality, business expansion and client satisfaction are achieved

· Able to report, consult and have productive working relationships with the Heads of COE, functional units' Managers, Team Leaders and the BUs of the country.

· Able to liaise with the country's BUs' Management on work matters, service strategies, support and assist in the implementation of the organization's business growth plans.

· Able to actively seek feedback on job performance, constructively discuss work issues with the BUs, Managers, Team Leaders and Head of COE on feedback for recommendations on-going and further refinements to the country level's SOPs and targeted KPIs.

· Able to actively assist, participate and contribute towards business development activities in any new projects/jobs/assignments tasked by the BUs/Management.

Others

· Able to have positive coordination and communications with other functional units' Operation Managers and Team Leaders.

· Able to participate in recruitment interviews and exercises.

· Able to assist in ensuring performance appraisals of team members are conducted, to advise on recommendation of their promotions and rewards and cross appraisals of members of the teams and Team Leads, if necessary or required

· Able to conduct trainings or facilitate or assist trainings as and when required or requested

Qualification

· Possesses equivalent degree qualification to be able to perform on the job

Experience

· Minimum 8 – 15 years of corporate management experience, managing and overseeing overall team of 35 – 45 members (coupled with project management.  Having transition experience would be an advantage

· Must be able to assist in the planning, managing, and complying with all aspects of the Company's internal policies

Knowledge

· Possesses the required corporate management practices, technical expertise, knowledge, experience and familiar with the overall corporate management's Requirements, Rules and Regulations of the country of jurisdiction.

People & Other Skills

· Have effective management skills

· Able to provide guidance, coach or mentor, train and develop staff in attaining professional competency

· Good management and monitoring of effective utilization of staff resources

· Have pleasant, amicable, open-minded, and assertive personality

· Good communication, change-management, analytical, critical thinking, and problem-solving skills

· Good command of both spoken and written English.

· Ability to work independently and adapt dynamically to changing clients' and business needs

· Ability to motivate and inspire the team to achieve goals, objectives, and targets

· Ability to work in a fast-paced and demanding environment and act with/respond with sense of urgency