Operations Manager

Operations Manager

About the Role

Solera is seeking an experienced Operations Manager to lead high-volume call center operations with a strong focus on operational performance, leadership development, process improvement, client delivery, and accountability. This role is responsible for translating business priorities into daily execution, developing frontline leaders, driving continuous improvement, and ensuring service levels, quality, compliance, and client expectations are consistently achieved.

The ideal candidate is a proactive leader who can identify root causes, execute improvement plans, coach leaders to measurable outcomes, and build a culture of ownership, accountability, and engagement. The successful candidate must be comfortable leading teams through operational transformation, process automation, and AI-enabled capabilities that improve performance, coaching effectiveness, quality outcomes, customer experience, and operational efficiency.

What You Will Do

✔ Drive Operational Performance (20%)

• Lead daily execution of operational and client performance objectives.
• Monitor KPIs including service level, quality, productivity, attendance, customer experience, and efficiency metrics.
• Identify performance trends, risks, and gaps while implementing corrective actions.
• Partner with Workforce Management, Quality, Training, and Client Services to achieve business objectives.
• Hold leaders accountable for performance outcomes and execution of action plans.

✔ Lead Continuous Improvement & Innovation (20%)

• Drive initiatives that improve efficiency, service quality, customer experience, and operational effectiveness.
• Utilize root cause analysis to identify and resolve performance barriers.
• Lead process improvements, change management activities, and operational transformation efforts.
• Champion adoption of AI-enabled tools, automation, analytics, and emerging technologies that enhance operational performance and leadership effectiveness.
• Leverage data, AI-enabled insights, and operational expertise to anticipate challenges, identify root causes, and implement measurable solutions.

✔ Develop Leadership Talent (30%)

• Coach, mentor, and develop Supervisors, Team Leads, and frontline leaders.
• Build leadership capability in performance management, accountability, employee engagement, and operational execution.
• Conduct regular coaching sessions, performance reviews, and development planning activities.
• Foster a culture of ownership, collaboration, continuous learning, and high performance.
• Demonstrate business ownership by identifying root causes, presenting solutions, and driving measurable results rather than simply reporting operational challenges.
• Identify succession opportunities and strengthen the leadership pipeline.

✔ Manage Reporting and Insights (10%)

• Analyse operational data and performance trends to drive informed decision-making.
• Deliver clear and actionable business insights to senior leadership and clients.
• Utilize reporting tools and dashboards to track performance and improvement efforts.
• Ensure reporting accuracy, consistency, and alignment with business objectives.

✔ Ensure Compliance and Mitigate Risk (10%)

• Ensure compliance with company policies, client requirements, regulatory standards, and operational procedures.
• Partner with HR, Compliance, and Quality teams to address operational and employee-related risks.
• Maintain audit readiness and reinforce documentation, process, and quality standards.
• Proactively identify and mitigate operational risks before they impact performance.

✔ Maintain Client Relationships (10%)

• Support client relationships through consistent operational performance and transparent communication.
• Participate in client reviews, performance discussions, and escalation management activities.
• Ensure contractual obligations, service levels, and client expectations are consistently met.
• Resolve escalated operational and customer concerns with urgency and professionalism.

What You Will Bring

Experience

• 5+ years of call center, contact center, BPO, customer service, claims, or operations leadership experience.
• 2+ years lead