Operations Manager

Operations Manager

Job Description
• Performance Management
o Create/Formulate Key Performance Indicators from the Key Results Area which will be used by the
team to measure performance.
o Monitors daily tasks based on Key Performance Indicators
o Ensure all deliverables are sent within the agreed timeline and within SLA.
o Keep team members updated regarding Policies, Procedures, and Work Instructions change.
o Leads in the identification of process gaps and opportunities for improvement along with
encouraging team members to execute innovative solutions
o Manages Team Lead’s performance and evaluation
o Provides assistance to team lead for any need for Process Improvement Plans to be initiated for
non-performers
• People Management
o Conduct basic technical training as needed.
o Supports IO Employees in achieving set Development Plans
o Helps in conducting performance appraisals on team members.
o Motivate, coach, and guide the Team Leads by providing creative ideas and ways how to carry out
the respective tasks on a regular basis.
o Monitor the behavior of the team members and apply corrective action for any non-conformance
against company policies and procedures
o Monitors Team Attendance Adherence on a regular basis. Regulate Leaves and Absences to provide
full coverage. Apply corrective action for any non-compliance regarding the company’s Attendance
and Tardiness Policy
o Manage Attrition of the group.
o Nurture team members by providing avenues for career/personal growth.
o Conductskip levels regularly.
o Ensures payroll and all administrative functions required by Infinit-O for client members are timely
processed and organized

• Client Management
o Aim and strive to get a Promoter Score in CSS/NPS Surveys
o Manage second-level escalation issues.
o Address, resolve and deescalate any concerns raised by the client in a timely manner.
o Communicate closely with the client and proactively seek growth or other opportunities that the
team/company can provide.
o Coordinates with the client in finding gaps and participates in finding solutions to the issues
o Proactively Communicate with Internal and External Clients to make sure that both parties are
always updated in a timely manner.
o Provide and Submit Periodic Reports Essential and Necessary for Project Status and Presentation
• Quality & Information Security Management
· Adhere to and implement Infinit-O's quality and information security policies and carry out its
processes and procedures accordingly.
· Protect client-supplied and generated client information from unauthorized access, disclosure,
modification, destruction, or interference (see also Table of Offenses).
· Carry out tasks as assigned and are aligned with particular processes or activities related to
information security.
· Report any potential or committed non-conformity, observation, and/or security event or risks to
immediate superior.

Requirements
• Bachelor’s degree in Accounting or Business-related course (excluding Marketing and Advertising
Management)
• At least 5 years of experience in investment management
• 3-5 years of leadership and managerial experience
• CPA and/or Master’s degree are strong pluses
• Possess excellent people and performance leadership skills
• Strong English in written and oral communication and comprehension skills
• Ability to work independently to conform to tight deadlines
• Must be analytical and driven to achieve objectives
• Organized and well-motivated to train and lead a team