Job Title: Operations Management Professional
Job Summary:
* The Operations Manager is responsible for ensuring the seamless execution of daily operations, managing team coordination, and acting as the primary liaison with clients.
* This role involves maintaining service quality, operational continuity, and team performance while driving continuous improvement and innovation.
Key Responsibilities:
* Operational Oversight: Supervise day-to-day service delivery activities, ensuring alignment with contractual obligations and client expectations. Manage workloads, absences, and resource planning across the delivery team. Serve as the main point of contact for operational matters.
* Team Leadership & Coordination: Lead a team of service providers and oversee the work of three key coordinators:
o Quality Coordinator (QUCO): Conducts audits and ensures quality standards in summaries, descriptions, and indexation.
o Knowledge Coordinator (KMCO): Maintains the knowledge base, updates the wiki, and identifies training needs.
o Technology Coordinator (TNCO): Ensures the team is trained and informed on emerging technologies and tools.
* Quality Compliance: Collaborate with QUCO to conduct regular audits and provide feedback. Ensure compliance with internal quality frameworks and guidelines. Monitor and report on KPIs and SLA adherence.
* Training & Development: Coordinate onboarding and offboarding processes. Identify skill gaps and collaborate with KMCO to define training plans. Support career development opportunities within the team.
* Reporting & Communication: Prepare monthly reports and contribute to strategic reviews. Facilitate clear and timely communication across all stakeholders. Use collaborative tools to manage remote work and ensure team cohesion.
Required Skills & Qualifications:
* Proven experience in operations or service delivery management, preferably in a European institutional context.
* Strong leadership and team coordination skills.
* Excellent communication and stakeholder management abilities.
* Familiarity with audio-visual content workflows and metadata standards is a plus.
* Fluency in English; knowledge of French is an asset.