Sr. Manager - Operations

This role is responsible for overseeing the delivery of exceptional services to clients, ensuring customer satisfaction, retention and growth. This role involves managing a team of client service professionals and managers, optimizing workflows, and providing strategic guidance to address external and internal needs, solve business problems, and drive successful outcomes. This role will also champion the execution of projects/initiatives that have an organization-wide impact, are highly visible to senior leadership and align with business strategies.Responsibilities: Customer Focus and Working Relationships:Ensure managers actively engage in the department’s processes by understanding client goals, aligning them with offered capabilities, and leading teams to develop and support campaigns and services that meet client needs.Guide managers in effectively influencing stakeholders to adopt courses of action on critical, complex, or sensitive matters. Ensure cross-functional collaboration and build trust with internal and external customers to drive success.Process Improvement and Issue Resolution:Proactively identifying and resolving highly complex and unique issues across multiple functional areas.Direct managers to take a broad, strategic approach to implementing innovative solutions while safeguarding business interests and relationships.Provide oversight and strategic direction in solution development, ensuring collaboration across departments and divisions to achieve the best outcomes.Ensure smooth execution of solutions, including client positioning and negotiation as needed.Workload Management:Lead and oversee a team through direct management of managers and employees to support the assigned vertical/region, ensuring workload balance to optimize resources and control costs.Direct the development and execution of management and functional strategies through leadership oversight to drive revenue and profit growth.Leverage knowledge of various business segments to support managers in leadership roles and strategic planning initiatives.Evaluate and Reward Performance:Lead through reporting managers to establish clear expectations, assess performance against job requirements and objectives, and ensure regular feedback is provided.Guide managers in developing both leaders and individual contributors, implementing company policies, and leveraging reward tools to recognize high performers.Oversee the timely completion and delivery of performance reviews, ensuring managers facilitate promotions, pay increases, disciplinary actions, and terminations as needed.Provide strategic input into budget development and maintain oversight of budget execution.