Operations Manager – Process Optimization & Performance

About the role

We are seeking an Operations Manager to lead process optimisation and operational performance across a large‑scale technology programme. The role will work closely with internal teams and external vendors to design efficient workflows, track key metrics and deliver scalable solutions.

Key responsibilities

• Drive process optimisation initiatives, redesign workflows and implement operational improvements.
• Track, analyse and report operational metrics; identify trends and efficiency opportunities.
• Define, maintain and publish KPIs, SLAs and performance dashboards.
• Create and maintain SOPs, process maps, workflow documentation and training materials.
• Coordinate with stakeholders to gather business requirements and align processes.
• Support vendor onboarding, performance management and governance activities.
• Manage operational queries, escalations and exception handling within service levels.
• Lead or support project delivery across multiple workstreams and identify automation opportunities.

Required profile

• Bachelor’s degree in Business, Operations, Engineering, Data or a related field.
• Minimum 6 years of experience in operations, program management, consulting or process improvement.
• Proven experience in process optimisation, workflow design and scaling operations.
• Strong analytical, problem‑solving and communication skills.
• Ability to start on short notice and work in a fast‑paced, large‑scale environment.

Required skills

• Advanced Excel.
• SQL for data extraction and analysis.
• Business Intelligence tools (e.g., Power BI, Tableau).