Operations Manager

As an Operations Manager at Tarjama&, you will play a crucial role in ensuring that the company services are delivered in line with expectations whilst ensuring that business objectives are achieved. The operations team manages services for a variety of clients with different defined SLAs, agreed expectations, and revenue models. The team will be responsible for the retention of these valuable clients and maintaining/improving revenue and profit, as well as driving new services and efficiencies for the clients.

Leadership and Team Management:

• Motivate and lead a team of team leads and project managers/coordinators to ensure that the team delivers services in line with business and client expectations.

• Take responsibility for monitoring and managing resourcing requirements in line with forecasts and business plan.
• Drive the performance of the team and develop a strategy to improve efficiency without compromising quality.

• Facilitate training and continuous development initiatives to build a skilled and high-performing team to empower team members with the necessary skills and knowledge to excel in their roles, driving overall team performance and growth.

• Ensure that productivity targets are delivered in accordance with business requirements.

Performance Management and KPI Supervision:

• Create and supervise KPIs and objectives to agreed levels and timescales of direct reports.

• Review and approve of indirect team KPIs and ensure they are in line with company targets and career progression.

• Monitor and report on the team's progress to ensure requirements, KPIs and deadlines are met and increase gross and net profit.

Client Relationship and Service Improvement:

• Collaborate with the commercial team to understand client needs, while proactively addressing and resolving client concerns related to Operations and Quality Control.

• Support and reinforce initiatives that improve Tarjama&'s overall service offering and delivery to contribute to the continuous enhancement of the company's services, maintaining competitiveness and driving customer satisfaction.

• Support Sales and Account Management initiatives, including client audits, client visits, company events, and conferences to contribute to the growth and retention of clients through active participation in sales and account management activities.

Quality Assurance and Compliance:

• Ensure that the team is compliant with all business requirements including ISO processes and Desktop Training to uphold regulatory compliance and adherence to industry standards, safeguarding operational integrity and credibility.

• Drive a quality and commercial culture in the team to instill a mindset of excellence and business acumen within the team, promoting both quality deliverables and commercial viability.

Communication and Stakeholder Management:

• Develop strong relationships with key stakeholders in the business to foster collaboration and alignment with key stakeholders, ensuring strategic objectives are met and organizational success is achieved.

• Represent the company professionally to all internal and external stakeholders and clients as applicable to uphold the company's reputation and brand image through exemplary communication and interactions.

• Build relationships with clients and provide a high level of client service to cultivate strong partnerships with clients, fostering loyalty and satisfaction while meeting their needs effectively.

• Act as an escalation point for issues and take ownership of issues to ensure full resolution for both internal and external escalations.

Operations Management and Technology Integration:

• Carry out the operational plan to support achieving business goals and improvements within the team.

• Receives monthly reports from operations team leads and utilization and presents them to the operations director to ensure transparency and accountability in operations by providing relevant data for strategic decision-making.

• Identify risks to production, organization, and escalate as appropriate to proactively mitigate potential disruptions to operations, ensuring smooth workflow and minimizing downtime.

• Manage the onboarding process at Tarjama& to integrate new members from other departments into the company to streamline the integration of new employees, fostering a cohesive and productive work environment.

• Evaluate and integrate new technologies to enhance backend operations; collaborate with IT and development teams to ensure seamless system integration.

• Bachelor's degree in business management, industrial engineering, or any other related field.

• (+8) years of experience, with at least 5 years in a leading position, mandatory in localization industry.

• Excellent level of proficiency with MS Office.

• Excellent communication and leadership skills.

• Proven work experience as a manager.

• Excellent analytical and problem-solving skills.

• Organizational and time-management skills.

• Excellent client-facing and internal communication skills.

• Excellent command of English and Arabic languages, both written and spoken.

• Conflict resolution skills.

Behavioral Competencies

• Team Building & Management

• Conflict Management

• Planning & Organizing

• Time Management

• Result Orientation

• Influencing others

• Communication

• Empathy

• Adaptability

• Critical thinking

• Delegation

• Problem Solving &Decision Making

• Leadership

• Negotiation

• Stakeholder management

Technical Competencies

• CAT& TMS Tools

• ERP Knowledge

• Advanced knowledge of all aspects of localization projects including internationalization, DTP workflows, various translation workflows,

• Presentation Skills

• Data Analysis and Reporting

• Risk Management

• Clients Service Skills

• Budget management

• Conflict management

• Cost management

• Reporting skills

• Research skills

• Risk management

• Technical writing