Monitoring Operations Manager

**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)