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Job Purpose : The Business Operations Manager reports to the Director of Customer Management Services.
The incumbent is responsible for leading and supporting a diverse team of associates responsible for key cross functional commercial and transactional operations including tech support, customer service, professional services and other roles that might be required.
Manages assigned business processes aiming to drive a continuously improving operation.
This role is constantly reviewing the existing processes and systems and making recommendations to improve efficiency both in commercial and operative efforts.
They will lead the existing teams and team members and assess the effectiveness of the operation, ensuring all operations are carried on in an appropriate, cost-effective way.
Provide consistent reporting to leadership as demanded.
Responsibilities :
- Manage the day to day operations of the teams assigned.
- Define individual success metrics, KPI's and SLA's according to the type of business.
- Act as the local leader for the operations assigned, reporting to the Director of Customer Management Services.
- Manage and lead the human resource assigned including maintaining a controlled attrition rate, forecasting workloads and team capacity and other key human resource metrics to be considered.
- Constantly review and improve processes and execute recommendations to leadership accordingly.
- Work with the implementation team when new units or teams are added to the operation
- Partner with Talent Acquisition team to make sure recruitment of team members is done within approved timeframes
- Audit the assigned operations to ensure compliance with dictated processes.
- Define and execute reporting on the team KPI's.
- Implement recognition programs for the team members.
- Define improvement plans accordingly both for individuals and teams.
- Design and manage the reporting strategies in order to inform leadership of the team's performance and metrics achievement.
- Control the financial metrics assigned including team budget, bonus payouts and overachievement. Report monthly to finance as requested.
- Be knowledgeable about each team assigned and the processes executed.
Knowledge, Skills and Experience :
- 3+ years of relevant work experience is required.
- 1+ years of experience directly managing / supervising employees is required.
- Possesses strong data entry skills.
- Able to demonstrate complex problem solving, critical thinking, and decision-making.
- Able to interact effectively with higher levels of management (managers & above)
- Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Education and Certification(s) :
- Bachelor's Degree
- Project Management, Customer Service
Working Conditions :
- Remote / Work-from-home.
TD SYNNEX Statements : TD SYNNEX is committed to the full inclusion of all qualified individuals.
As part of this commitment, TD SYNNEX will ensure that persons with disabilities are provided reasonable accommodations.
TD SYNNEX is an Equal Opportunity Employer
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
At TD SYNNEX we embody our shared values of Collaboration, Accountability, Integrity, Excellence and Inclusion.
Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.
At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!