Senior Operations Manager

1. Business Ownership

• Own the overall business performance of assigned accounts, including financial results, operational KPIs, customer experience, and client satisfaction.
  
• Drive profitability by balancing revenue growth, productivity, cost optimization, and operational efficiency.
• Take full accountability for achieving contractual/SOW commitments and business targets.
  
• Anticipate business risks and implement mitigation plans before they impact operations.
  

2. Strategic Planning & Business Execution

• Develop and execute mid-term and long-term operational strategies aligned with company vision and client business objectives.
  
• Translate business strategy into clear operational roadmaps with measurable milestones and execution plans.
  
• Lead capacity planning, workforce strategy, budget planning, and resource allocation to support sustainable growth.
  

3. Leadership & Organizational Alignment

• Lead, coach, and develop Operations Managers to become high-performing business leaders.
  
• Ensure all Operations Managers align execution with company strategy, client expectations, and organizational priorities.
  
• Establish a strong culture of ownership, accountability, and collaboration.
  

4. Client Partnership

• Serve as the senior operational representative for strategic client relationships.
  
• Build trusted partnerships with client leadership through proactive communication, business reviews, and strategic consultation.
  
• Lead Quarterly Business Reviews (QBRs), operational governance meetings, and executive-level business discussions.
  
• Manage compliance risks to ensure alignment with client policies.
  

5. Operational Excellence

• Ensure operational performance consistently meets or exceeds all contractual SLAs, KPIs, quality, compliance, and customer experience standards.
  
• Establish governance frameworks to monitor operational health and business performance.
  
• Drive root cause analysis and implement sustainable corrective actions for performance gaps.

Yêu cầu ứng viên

• At least 1 year of experience in the same position or 2–3 years in a Manager-level position or above.
  
• Good command of English (all four skills).
  
• Experience in managing performance targets.
  
• Project management experience with the ability to work independently on multiple concurrent initiatives.
  
• Strong commitment to achieving KPIs.
  
• Disciplined, highly motivated, and capable of inspiring team performance.
  
• Proven experience in workforce planning, staffing, and scheduling.
  
• Ability to effectively manage cross-functional projects.
  
• Strong multitasking skills and the ability to adapt to a fast-changing environment.
  
• Excellent oral, written, and interpersonal communication skills.
  
• Strong problem-solving, strategic thinking, and analytical capabilities.
  
• Intermediate to advanced reporting skills.
  
• Ability to identify, analyze, and interpret data trends and forecasts.

Quyền lợi được hưởng

• Periodical bonus: Twice/year.
  
• Annual promotion and salary review.
  
• 13th-month salary, performance bonuses, and holiday gifts.
  
• Full insurance in accordance with Vietnamese Labor Law.
  
• Career development opportunities.
  
• Health insurance and other statutory benefits.
  
• Birthday celebrations and employee engagement activities.
  
• Various training programs on best practices and soft skills.
  
• Diverse career opportunities across multiple industries and projects.