Senior Operations Manager

Senior Operations Manager Job Description Template

Our company is looking for a Senior Operations Manager to join our team.


  • Using and adopting AOM methodology and tools to plan and deliver against targets;
  • Shows strong ownership of strategy and business deliverables, ensuring agile delivery of agreed actions by self and others;
  • Exploring solutions to improve effectiveness and productivity across the team;
  • Managing day to day workflow to ensure meeting set KPI targets (SLA’s and quality);
  • Working with Technical training team to identify knowledge gaps and create plans to address any issues;
  • Proactively identifies customer issues and opportunities to resolve them;
  • Identifying, investigating and managing compliance incidents. Undertaking root cause analysis and providing feedback / findings to leadership team;
  • Setting goals, timeframes and priorities based on strategy. Encourages others to use systems and processes properly;
  • Supporting and driving knowledge share between our onshore and offshore teams to deliver on our on service promise;
  • Managing stakeholder (internal and external) relationships;
  • Giving frequent, positive and constructive feedback to team members.


  • Strong analytical and problem solving skills and the ability to use information to generate creative solutions to benefit the business;
  • Contributes and drives continuous process improvement;
  • Previous experience managing large teams of >100 FTE;
  • Strong focus on results-led management;
  • Budgeting, forecasting and planning experience in an operational environment;
  • Awareness of the relevant legislation, procedures and processes;
  • Strong communication, presentation and relationship management skills;
  • Strong report writing and presentation skills.