Operations & HR Manager
Job Description
Responsibilities:1. Leading the day-to-day operations of our offshore team, ensuring productivity, quality standards, service delivery, and workforce performance are consistently achieved.
2. Establishing and enforcing operational policies, attendance standards, performance expectations, and disciplinary procedures while managing employee matters professionally and independently.
3. Designing, documenting, and continuously improving standard operating procedures (SOPs) across property tax, rideshare tax, and company administration functions to create consistent, repeatable, and scalable business processes.
4. Driving operational transformation by identifying inefficiencies, improving workflows, implementing automation, and standardizing business practices across all departments.
5. Leading the implementation, configuration, and optimization of operational technology platforms, including communication and workflow management systems, with responsibility for workflow design, routing rules, SLA monitoring, and process automation.
6. Managing recruitment, onboarding, workforce planning, employee performance, and capability development to build a high-performing and accountable team.
7. Monitoring operational KPIs, analysing business performance, and providing regular insights and recommendations to senior leadership to support informed decision-making.
8. Ensuring business continuity across remote operations, including effectively managing teams operating on early morning or graveyard shifts while maintaining high operational standards.
Skill(s) required
Artificial intelligence Change Management Effective Communication Employee Relations Human Resources Leadership MS-Excel Operating Systems Operations Organizational Development Process Management Recruitment Team Management
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