Knowledge Sharing & Learning First Line Operations Manager

Job ID GPSD-0609139 Job type Full-time Regular Work country Costa Rica Position type Professional Work city Heredia Posted 22-Oct-2013 Travel No travel Job area Human Resources (non consulting) Business group Global Process Services Delivery Job category Human Resources Business unit HRSolns&Del Job role Learning Operations Specialist Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

Principal Responsibilities The ideal 1st Line Operations Manager will lead a team of nearly 30 individuals, divided in about 8 different subgroups that receive business direction from abroad. He/she will need to be able to monitor closely operations and report to the client as needed, driving the team towards the goals. Customer Relationship Management ­ Maintains good business relationships with clients; establishes trust and credibility by delivering accurate results ­ Manages escalations and other customer complaints (serves as client’s point of contact for BSS escalations) Team Management ­ Manages team productivity and utilization (delegation of tasks, capacity management) ­ Conducts regular team meetings to communicate organizational/operations updates and discuss relevant team issues ­ Fosters a productive and motivated work environment to allow employees to perform at optimum levels ­ Tracks individual and team performance Operational Excellence ­ Designs and implements process improvements that will increase team productivity, efficiency and client satisfaction ­ Initiates, updates documentation of business processes and desk level procedures Human Resources and Personnel Management ­ Ensures compliance to corporate guidelines such as PBC, BCG, BPMS and mandatory training or learning courses ­ Provides coaching and feedback to team members on a regular basis ­ Initiates development plans for direct reports aimed at increasing knowledge and competencies to enable fulfillment of client needs ­ Carries out Individual Appraisals ­ Carries out review and disciplinary meetings ­ Monitors attendance and validates/adjusts attendance modifications as necessary ­ Participates in the recruitment and interviewing process · Reporting ­ Creates, analyzes and validates team metrics such as utilization, attrition, escalation/commendations, turn around time and other operations data that clients or management may require on a periodic basis Skills Required · Self-motivated, and an ability to motivate others towards continuous improvement and growth. · Excellent interpersonal skills · Time and project management skills · Ability to lead and manage teams · Excellent oral and written English communication skills · Proficiency in computers and internet applications · Proactive · Customer Oriented · High level of Taking ownership skills · Identify Problems/Impact/Solving skills · Ability to analyze process, propose improvements and implement changes

Required Bachelor's Degree At least 1 year experience in Financial Planning and Forecasting At least 1 year experience in Business Principles At least 1 year experience in People Management At least 1 year experience in Client relationship management English: Fluent

Preferred At least 1 year experience in Experience in Previous Management Roles

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.