Operations Management Specialist
6 days ago
About the Role:
The Operations Manager will oversee the day-to-day management and operational efficiency of care4HR within the Nordic region. This includes managing resources, supporting continuous improvement initiatives, and ensuring smooth operations.
Key Responsibilities:
- Day-to-Day Operations Management: Oversee care4HR's daily operations, including resource allocation and coordination.
- Content & Process Management: Maintain and update internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information.
- Compliance & Documentation: Ensure compliance, routines, and documentation for managing consultants' access to client instances.
- Graduate (Dispatcher) Coordination: Onboard, educate, and follow up with dispatchers (graduates) to manage ticket coordination seamlessly.
- SLA Monitoring & Reporting: Establish SLA monitoring routines and clear reporting structures for consultant and customer follow-ups.
- Consultant Workload Optimization: Track consultant workloads, ensure fair ticket distribution, and adjust resource allocations as needed.
- Client Setups & Quality Assurance: Coordinate practicalities related to ISP (ticketing tool), set up new clients, and perform quality assurance on ticket content.
- Knowledge Transition: Implement procedures for smooth transitions when onboarding new clients to care4HR.
- Service Management: Act as primary Service Manager for selected customers and as escalation point for operations related items for other Service Managers.
We Are Looking For:
- Proven experience in operations management, IT services, or a similar role.
- Strong organizational and time management skills.
- Excellent written and verbal communication skills in English, with proficiency in another Nordic language being an advantage.
- A proactive and detail-oriented approach with a strong ability to problem-solve.
- Experience in coordinating with multiple stakeholders.
- Strong analytical skills and familiarity with service management tools and reporting.
- The ability to handle urgent tasks and shifting priorities efficiently.
- Experience with SuccessFactors is an advantage but not a requirement.
- Extensive skills in Excel and Analytics (handling data) is a plus.
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