Operations Lead

2 weeks ago


Singapore GMP TECHNOLOGIES (S) PTE LTD Full time
Roles & Responsibilities
  • Support the Operations Manager in overseeing daily operations, ensuring team KPIs are met consistently.
  • Monitor the progress of field resources daily, ensuring timely job completion and closure.
  • Take responsibility for leading team leads, including designing processes and workflows, managing service operations, and overseeing field service resources.
  • Drive the achievement of internal team and contractual Service Level Agreement (SLA) targets, including recovery and improvement plans.
  • Provide leadership and guidance on service delivery processes, ensuring alignment with service contracts and deliverables.
  • Maintain high service quality standards across all aspects of service delivery, prioritizing customer satisfaction and team morale.
  • Manage the team's RACI framework, roles and responsibilities, workload distribution, and training roadmap.
  • Oversee both internal resources and external partner workers, ensuring service quality and performance meet targets.
  • Conduct regular operational reviews with the service team or individual members to identify and resolve issues effectively.
  • Assist and advise field resources in handling escalation cases as needed.
  • Manage work-related escalations involving clients and internal stakeholders when required.
  • Prepare operational reports, analyze findings, and share insights with customers.
  • Understand customer requirements and build strong, lasting relationships with them.
  • Participate in meetings with the management team and external customer teams.

Requirements:

  • A minimum of a diploma in IT or a related field.
  • At least three years of leadership experience.
  • Proven experience managing end-user support environments.
  • Strong leadership and team management abilities.
  • Exceptional problem-solving skills.

    To apply, please visit www.gmprecruit.com and search for Job Reference: LR5Y3XY6

    We regret that only shortlisted candidates will be notified.

    GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973
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Operations Planning
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Cell
Leadership
Aviation
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GMP
Industrial Engineering
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Team Management
Customer Satisfaction
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