Senior Operations Manager, EMEA (remote) in Hemel Hempstead

Together we change lives. Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless. No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You’ll have opportunities to grow your expertise and capabilities, both professionally and personally. As a team we celebrate inclusion, caring and collaboration. As a company we value your contribution, we work with integrity, and we always put people first – so your impact really will change lives.

The Senior Operations Manager is responsible for ensuring overall service delivery excellence and efficiency while also managing operational activities and assigned staff. You manage a large and complex global account and will be responsible for the program across several countries. He/she must interface with a variety of stakeholders that could include client sponsors, internal stakeholders, end-users, employees, and suppliers. This role serves as the single point of contact for the client and is accountable for delivering a “One Kelly” solution. In addition, this position will be focused on improving employee and client engagement.

The Senior Operations Manager is also responsible for driving account efficiencies, overseeing opportunity identification within the client portfolio, and managing the P&L. This role will manage and lead a team that may sit onsite within a client location or remotely depending upon the needs of the client.

The Senior Operations Manager is accountable for:

• Service Delivery Excellence & Operational Efficiency
• Account Performance
• Collaborate with Kelly internal teams (supplier compliance, reporting & analytics team, legal etc.) to bring the best solution to the client
• Monitor compliance to customer specific and contract requirements. Identify areas of opportunity for process improvement and implement new procedures as needed.
• Identify areas of growth for the program by investigating every possible lead for expansion and being familiar with all Kelly products to have initial conversations with the client on different solutions
• Ensure the business practices are meeting and exceeding overall service delivery expectations.
• Drive results and best-in-class program solutions to the customer and their end users.
• Cost/Efficiency
• Manages the P&L for his/her country in scope to ensure GP and ROI meets and/or exceeds budget
• Performs the foreseen forecast exercises, understands the general financial status of the program and makes every effort possible to manage cost control
• Supervision and control of the monthly cost savings reports for the customer
• Sponsor/lead continuous improvement efforts focused on productivity improvements.
• Monitor performance trends and make the appropriate adjustments to improve efficiency and customer service to meet and exceed service level agreements.
• Work cross-functionally to deliver improvements in performance to enhance client service and reduce operational risk.
• Monitor past due status and actively seek improvement to invoicing process & technology processes, partner with our shared services.
• Identify opportunities to automate/remove administrative tasks from team so they can focus on value-added activities.
• Employee, Supplier and Client Engagement
• Client Engagement
• Regular/proactive communication that builds strategic relationships
• Main point of contact for client issue escalation, ensuring timely and effective resolution
• Analyze performance data and proactively identify opportunities to provide improved service to the client
• Creates & leads business reviews with key stakeholders
• As the needs of the client change, be proactive in providing recommendations to deliver in new and efficient ways
• Supplier Engagement
• Build strong relationship with key account contacts on the supplier side
• Intervenes in escalations and plays a key role in negotiating between supplier and client
• Is responsible for overall supply base management strategy and drives program adoption within the supply base
• Talent Management
• Ensure successful recruiting, orientation and training of new employees
• Communicate SLA’s to team and adhere to the goals & objectives process
• Build a cohesive team and be responsible for employee engagement of direct reports by having regular 1:1 meetings and team meetings
• Drive a high performing culture by holding employees accountable to meeting and exceeding established goals/expectations
• Create an environment for employees to grow and achieve their full potential via coaching
• Identify developmental opportunities and actively close gaps in employee skill sets. This includes having succession plans in place and developing key talent.

Skill and Experience required:

• 5+ years’ experience in an Operations Manager role covering multiple countries
• Strong written and verbal communication and interpersonal skills
• Solid ability to work in a fast-paced environment, multi-task, and prioritise with a strong attention to detail
• Prioritise focusing and directing the team in the new required direction
• Proficient experience in analyzing and trending large amounts of data
• Professional-level proficiency in English is required

This position is available on a fixed-term contract of up to 12 months. Kelly is an equal opportunity employer committed to building a diverse, equitable, and inclusive workforce, encompassing factors such as race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity.