Job Summary:
The Business Operations Manager is a hands-on role responsible for the effective implementation and continuous improvement of business and organizational processes. This position will work closely with the Business Team, Pre-Sales, Inside Sales, and cross-functional support teams (HR, Accounts, Talent Acquisition, IT) to ensure seamless operations. The ideal candidate will drive best practices, training, succession planning, and manage CRM systems for tracking leads. Additionally, the role includes capacity planning, onboarding, induction, and exit management.
Key Responsibilities:
Business Process Implementation Improvement:
Develop, implement, and optimize business processes to enhance operational efficiency and effectiveness.
Identify areas for process improvement and drive initiatives to achieve organizational goals.
Implement changes and measure the impact of process improvements.
Collaborate with the Learning Development (L D) and HR departments regarding training, administration, and hiring new staff.
Cross-Functional Collaboration:
Work closely with Business Team, Pre-Sales, Inside Sales, HR, Accounts, Talent Acquisition, and IT to ensure alignment and support for business operations.
Collaborate with different teams within the organization, such as consultants, sales, marketing, and IT, HR, etc., to ensure smooth operations and effective communication.
Facilitate cross-functional meetings to achieve company goals.
Facilitate effective communication and collaboration between teams to drive business success.
Training Succession Planning:
Design and deliver training programs to enhance team capabilities and knowledge.
Develop succession planning strategies to ensure business continuity and talent development.
Identify training needs and facilitate appropriate training.
CRM Lead Tracking:
Implement and manage a CRM system to track and manage client interactions, leads, and opportunities with the Business Inside Sales team.
Train and support team members in using the CRM effectively to enhance client relationships and sales efforts.
Monitor and analyse CRM data to identify trends and opportunities for business growth.
Monitor and report on lead conversion rates and the effectiveness of lead generation efforts.
Capacity Planning Workforce Management:
Oversee capacity planning to ensure adequate resources for business operations.
Manage the onboarding process for new hires, including induction programs and orientation.
Coordinate exit management processes to ensure smooth transitions and knowledge transfer.
Ensure the company's resources have the capacity to work across different functions.
Overcome resource shortages by means of resource management techniques, reallocating resources, assigning more staff, etc.; inform senior management of any issues related to the inability to meet clients needs due to resourcing.
SOP Development and Management:
Develop and maintain Standard Operating Procedures (SOPs) for various processes within the consulting company.
Ensure that all team members are aware of and follow established SOPs.
Continuously review and update SOPs to improve efficiency and effectiveness.
Achieve Business Excellence by the application of International Standards (ISO).
Library Management:
Oversee the organization and management of the company's knowledge repository or library, which may include documents, templates, best practices, and case studies.
Ensure that the library is organized, accessible, and up-to-date for easy reference by consultants and staff.
Reporting and Analytics:
Prepare regular reports on operational performance, including key performance indicators (KPIs).
Use data and analytics to make informed decisions and recommendations for improvements.
Team Management:
Achieve the SLA and operation targets; ensure high asset utilization and high people productivity.
Maintain the attrition level to the minimum through maintaining a high employee motivation level and continuous employee development.
Manage all team member/Team Leader issues and escalate where appropriate.
Manage day-to-day relationships with internal stakeholders and resolution of all issues and escalations.
Ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc.
Bachelor's degree in Business Administration, Operations Management, or related field. Master's degree preferred.
Minimum of 5 years of experience in business operations or a similar role, preferably within a consulting environment.
Proven experience in process improvement, training, and cross-functional team collaboration.
Skills Competencies:
Strong analytical and problem-solving skills with the ability to drive data-based decisions.
Excellent communication and interpersonal skills.
Proficiency in CRM systems and other business management software.
Ability to manage and prioritize multiple tasks effectively.
Strong leadership and team management abilities.
Key Attributes:
Hands-on approach with a proactive mindset.
High attention to detail and organizational skills.
Adaptability and resilience in a fast-paced environment.
Commitment to continuous learning and professional development.
