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Monitoring Operations Manager

5 months ago

Mississauga, Canada Stealth Monitoring Full time

**Duties & Responsibilities**

**Monitoring Center Enablement**:

- Define, develop and build strategies that serve as the foundation of monitoring in the form of governance, metrics and innovation/improvement.
- Needs assessments,
- Performance measures and reviews
- Capacity planning
- Cost/benefit analyses
- Defining productivity, quality, and customer-service standards;
- Define key metrics, service levels and reporting foundations.
- Develop and improve SLAs and KPIs, workflow management, training and quality, and knowledge management.
- Maintains and improves operations by identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs to ensure institutional changes that are repeatable and sustainable.
- Develop and deliver project and/or change management strategies, plans and communications to ensure awareness, understanding and adoption.
- Prepares and sends performance reports by collecting, analyzing, and summarizing data and trends.
- Ensure that all work is done properly, according to company standards and in a timely manner
- Analyze and improve organizational systems and processes focusing on quality, productivity, efficiency and scalability
- Develop a relentless focus on quality assurance (identifying issues, implementing change, standardizing operational procedure)
- Participate in a variety of ad-hoc reporting, special projects, as required

**People Management**
- Provide direction, training, guidance and support to departmental employees
- Develop appropriate policies and procedures to support effective service at the monitoring centre.
- Developing best business practices for the monitoring centre
- Institutionalize the right metrics, KPI’s and leadership dashboards to organize operations in a well-managed and sustainable way.
- Investigate incidents and issues pertaining to the monitoring centre inclusive of the monitoring of client sites by those employees that are under your supervision
- Ensure team is in compliance with the Company’s policies and/or any other regulatory act
- Provide leadership and promote company culture that encourages high performance and high morale, built on empathy and relationships.
- Responsible for leading and developing a local team to execute on the goals and strategies.

**Project Management**
- Member of the steering committee to ensure that processes and controls are in place to manage and mitigate project risks, and to ensure that monitoring-related projects are delivered on time and within budget
- Ensure that the objectives and business requirements of the monitoring-related projects are well-defined

**Qualifications**
- Bachelor’s degree in Operations Management (or any related field)
- Minimum 10 years of operations management experience in a multinational environment
- Strong knowledge and experience with process improvement
- Basic understanding of general finance and budgeting
- Proficient with Microsoft Office programs; Word, Outlook, Excel, Powerpoint
- Aptitude for learning new technology
- Lean six sigma certification is preferred

**Core Competencies**
- Exceptional organizational, time management, project management skills and multi-tasking abilities
- Minimum of 3 years work experience as Manager of Operations or equivalent with extensive experience managing multiple sites/segments and larger teams (>100 FTEs)
- Able to adjust working hours as required to meet demands of supporting 24/7 call centre operations and North American based client groups.
- Ability to travel
- Strong written and oral communication skills
- Accountable, insisting on completeness and accuracy in their work
- Thrives in a very busy and dynamic environment
- Enjoys learning, building new skills and being a team player

**Working Conditions**
- Office setting
- Flexible schedule (with occasional night shift schedule)