Senior Operations Manager - NAM Commercial Support

Job Summary

The Senior Operations Manager is responsible for overseeing multiple operational teams to ensure efficient, accurate, and timely execution of business processes.

This role drives operational excellence, manages performance, and implements strategic initiatives to improve productivity, customer satisfaction, and compliance with company standards.

The position requires strong leadership, analytical skills, and the ability to collaborate across departments and regions.

Key Responsibilities

Team Leadership & Management


* Lead and manage teams focused on order management, claims processing, and related operational functions.


* Coach, mentor, and develop team leaders to build high-performing teams.

Operational Excellence


* Monitor KPIs and SLAs to ensure service quality and adherence to client and company standards.


* Identify process gaps and implement continuous improvement initiatives.

Strategic Planning


* Partner with senior leadership to align operational goals with business objectives.

Stakeholder Engagement


* Collaborate with cross-functional teams (GSC, Sales, Finance, HR, IT, etc.) to resolve operational challenges.


* Communicate effectively with clients and internal stakeholders regarding performance and escalations.

Compliance & Risk Management


* Ensure compliance with regulatory requirements and company policies.


* Mitigate operational risks through proactive planning and controls.

Budget & Resource Management


* Manage operational budgets and optimize resource allocation.

Education:


* Bachelor's degree in Business Administration, Operations Management, or related field

Experience:


* Minimum 3-5 years in operations management


* Proven experience managing teams


* Experience in Supply Chain

Skills & Competencies:


* Strong leadership and people management skills.


* Excellent analytical and problem-solving abilities.


* Proficiency in data-driven decision-making and operational metrics.


* Exceptional communication and stakeholder management skills.


* Knowledge of process improvement methodologies (Lean, Six Sigma preferred).

Technical:


* Familiarity with ERP systems, CRM tools, and MS Office Suite.

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