DOCS Operations Manager
About the role
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- Complete DOCS induction and orientation for newly employees.
- Ensure client-specific induction and orientation is planned, communicated and completed.
- Establish goals and objectives for each employee.
- Monitor performance and conduct annual appraisal for each direct report, as applicable.
- Conduct regular 1:1 meetings.
- Ensure timely submission and approval of time reports, expense reports and leave requests .
- Manage non-rechargeable expenses for assigned staff, per regional guidelines.
- Create a positive relationship between DOCS and the client to ensure retention.
- Conduct accompanied site visits, if applicable / approved.
- Ensure timely identification, resolution and escalation of issues.
- Implement, monitor and ensure appropriate completion of a Corrective Action Plan, if required.
- Monitor and update relevant CPC data in OMNI
- Establish routine teleconference and meeting schedule with client contact(s) to effectively manage client relationship.
- Obtain regular client feedback to ensure direct reports are meeting performance expectations and PDPs are aligned with client goals.
- Agree Key Performance Indicators (KPIs) with client and periodically review results.
- Ensure compliance with time and expense reporting requirements of client contracts.
- Collaborate with client to forecast resource requirements.
- Ensure DOCS understands current client procedures and expectations.
- Proactively plan for contract extensions, completions and terminations in collaboration with client and relevant DOCS departments.
- Minimum of five (5) years of relevant industry experience
- Minimum of three (3) years of line management experience for Operations Manager position
- Greater than three (3) years of management experience for Senior Operations Manager position
- Ability to liaise successfully with clients, direct reports and other departments.
- Demonstrated ability to identify, analyze and solve problems.
- Excellent interpersonal, organizational and management skills.
- Excellent verbal and written communication skills in English and local language.
- Strong computer skills.
- Ability to operate in a multi-cultural environment.
- Due to the nature of the position, the employee may be required to travel. Therefore, dependent on the employee’s location, a valid driver’s license will be required.
- This position will be office-based or home-based depending on the regional structure.
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