Operational Lead(incident management)

Job description

Job Summary: We are seeking an experienced Operations Lead to drive operational excellence, stakeholder coordination, service delivery, and team performance. The role will be responsible for managing cross-functional initiatives, ensuring seamless execution of customer commitments, improving operational efficiency, and driving continuous improvement across processes, people, and vendor performance. Key Responsibilities: Operational Excellence & Stakeholder Management • Coordinate across multiple departments to ensure work orders, customer requests, projects, and operational tasks are executed efficiently and brought to successful closure. • Act as a central point of contact for cross-functional stakeholders to resolve operational challenges and minimise service disruptions. • Drive service delivery initiatives and ensure adherence to established processes and service level agreements (SLAs). Team Performance Management • Monitor, analyse, and track team performance metrics to drive operational efficiency and productivity. • Identify performance gaps and implement corrective actions to improve service quality and operational outcomes. • Establish performance dashboards and provide regular business insights to leadership. Data Analytics & Continuous Improvement • Leverage data-driven metrics to identify improvement opportunities and operational risks. • Quantify business impact, identify performance leakages, and implement controls to improve customer experience and operational effectiveness. • Drive process improvement initiatives focused on quality, productivity, automation, and cost optimisation. Team Management • Evaluate vendor performance against defined service metrics and contractual obligations. • Develop action plans to improve vendor productivity, quality, and service delivery. • Build strong relationships with vendors to ensure alignment with business objectives. Training & Compliance • Identify training needs across the team and organise refresher training sessions to ensure process and product compliance. • Ensure employees remain updated on process changes, customer requirements, and operational best practices. • Drive a culture of continuous learning and development. Reporting & Governance • Ensure timely delivery and accuracy of internal and customer-facing reports. • Periodically audit operational reports to maintain data integrity and compliance standards. • Ensure daily, weekly, and monthly reporting commitments are met without interruption. Customer Engagement • Lead customer review meetings and present operational performance, service improvements, and action plans. • Build strong customer relationships and ensure high levels of customer satisfaction. • Handle escalations effectively and drive resolution within agreed timelines. Project & Quality Initiatives • Lead and participate in projects that enhance service quality, operational efficiency, and customer experience. • Support organisational transformation and continuous improvement initiatives. • Promote best practices, innovation, and operational discipline across the team. Qualifications & Experience • Bachelor's degree in Business Administration, Engineering, Operations Management, or a related field. • 8+ years of experience in Operations, Service Delivery, Customer Support, Help Desk, or Contact Centre environments. • Experience managing cross-functional stakeholders and customer-facing operations. • Experience in vendor management and performance improvement initiatives.