Operational Lead(incident management)

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.