AIonOS - Operation Manager

Responsibilities:

Operational Leadership & Management:

- Oversee the day-to-day operations of the logistics BPO team, ensuring adherence to client SLAs and internal performance targets.

- Lead, mentor, and manage a team of logistics professionals, including team leads and individual contributors.

- Set clear performance expectations, provide regular feedback, and conduct performance reviews.

- Foster a positive, collaborative, and high-performing team environment.

Process Optimization & Improvement:

- Analyze existing logistics processes to identify inefficiencies and areas for improvement.

- Develop and implement process optimization strategies to enhance efficiency, accuracy, and cost-effectiveness.

- Utilize data and analytics to drive process improvements and measure their impact.

- Implement and maintain standard operating procedures (SOPs) and ensure team adherence.

Client Relationship Management:

- Serve as a key point of contact for client operational escalations and inquiries.

- Build and maintain strong, positive relationships with client stakeholders.

- Ensure client satisfaction through effective service delivery and proactive communication.

- Participate in client meetings and presentations as required.

Performance Monitoring & Reporting:

- Establish and monitor key performance indicators (KPIs) related to logistics operations.

- Analyze operational data to identify trends, risks, and opportunities.

- Prepare regular performance reports for internal and external stakeholders.

- Implement corrective actions to address performance gaps and ensure targets are met.

Resource Management & Planning:

- Effectively manage staffing levels and schedules to meet operational demands.

- Participate in recruitment and training of new team members.

- Ensure adequate resources (systems, tools, etc.) are available to the team.

Compliance & Quality Assurance:

- Ensure adherence to all relevant regulatory requirements and internal compliance policies.

- Implement and maintain quality assurance processes to ensure accuracy and consistency in service delivery.

- Participate in internal and external audits as required.

Technology & Systems:

- Understand and effectively utilize relevant logistics management systems and technologies.

- Identify opportunities to leverage technology to improve operational efficiency.

- Collaborate with IT teams to resolve system-related issues.

Problem Solving & Escalation Management:

- Effectively identify, analyze, and resolve complex operational issues and escalations.

- Develop and implement root cause analysis and preventative action plans.

Qualifications:

Experience:

- 4-7 years of progressive experience in operations management within a logistics or BPO environment.

- Proven experience in managing and leading teams.

- Demonstrated success in process improvement and optimization initiatives.

- Experience in client relationship management.

Skills:

- Strong leadership and team management skills.

- Excellent analytical and problem-solving abilities.

- Deep understanding of logistics operations and processes (e.g., transportation, warehousing, order fulfillment).

- Strong communication, interpersonal, and presentation skills.

- Ability to analyze data, generate insights, and make data-driven decisions.

- Proficiency in using logistics management systems and MS Office Suite (Excel, PowerPoint).

- Strong organizational and time management skills.

- Ability to work effectively under pressure and manage multiple priorities.

Education:

- Master's/Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.

Preferred Qualifications:

- Experience working with specific logistics BPO clients or industries.

- Knowledge of Lean or Six Sigma methodologies.

- Experience with specific logistics management software platforms.

- Project management experience