Senior Operations Manager - Market Research

Job description

Key Role : To manage operations for the assigned client accounts efficiently by ensuring optimal utilization of resources and thus delivering high quality data to client in a timely fashion.

Essential Duties:

- Manage the activities of the project management team- assign and monitor work, review work of staff upon completion to assess and problem solve

- Manage day-to-day operations of projects assigned- plan work operations and priorities, daily/weekly, set short range deadlines, provide instructions and directions to the team.

- Ensure proper allocation of work- plan resources for the assigned clients basis team resource utilization and skill sets.

- Provide solutions & recommendations to Clients to help retain and grow existing business- an innovative problem solver for client issues who works closely with the client to make the surveys better, act as a KAM (Key Account Manager) for the assigned clients.

- Client billing / Invoicing- ensuring client invoicing is done timely and are error free.

- Mentoring team- guiding team members, ensuring ongoing development of team members by identifying their training needs and thereby ensuring that timely training is provided.

- Conducting monthly performance reviews with team- continuous review of team members through monthly KPI tracker, sharing feedback on improvement areas and follow up on such aspects during the next monthly review due date.

- Thought leadership- conceptualizing, evaluating and executing ideas which are game-changers.

- Budget management: operate within assigned budgets and identify potential cost savings.

- Gain category expertise: gain expertise on the client category, keep up with current developments and trends in the category, client's - go to- person for mystery shopping, creating value adds for clients.

- Team Player: Effectively works in a matrix environment i.e. operations, resourcing, editing and finance.

Key Skill Competencies:

- Relationship-building skill

- Knowledge of customer experience industry

- Ability to crunch data and make meaning inferences and analysis

- Logical thinking

Key Behaviour Competencies:

- Entrepreneurial mind-set

- Able to work in Target oriented environment

- Ability to work independently and also in team

- Ability to manage time and resources effectively in a deadline-driven environment.

- Ability to demonstrate responsible, ethical and honest behaviour in all tasks & responsibilities.

- Ability to react quickly to problems without unduly alarming others; to analyse issues and offer well-considered solutions

- Positive, creative and approachable person

- Results-orientation

Reporting to: Director Operations