.Operations Manager (English-Speaking) - On-site MV02 Job Title: Operations Manager IIJob Description: The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements, and achieving financial expectations.Essential Functions/Core ResponsibilitiesMaintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization, and retention.Ensure program has proficient training, staff development, and effective employee relation/recognition programs.Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements.Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.Ensure that the operations are in compliance with active contracts.Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction.Partner with Business Development to leverage and expand new business from client(s).Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams, and offer ongoing developmental support.Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA - and partner to define action plans that resolve issues and drive continuous improvement.Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies, and stay abreast of industry trends.Participate in opportunity review calls for new business and facilitate site visits from potential clients; keep up to date throughtrade shows, industry events, and related activities.Host Business reviews on a regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational, and capacity requirements are addressed (i.E. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.Candidate ProfileAssociate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred