Operations Manager

Key Responsibilities:

1. Client Relationship Management

• Serve as the primary operational point of contact for assigned clients.
• Build and maintain trusted client relationships through regular engagement, clear communication, and proactive issue resolution.
• Understand client priorities, constraints, and success measures, and translate these into actionable internal requirements.
• Anticipate client needs and identify potential risks, concerns, or opportunities for service improvement.
• Manage client escalations end-to-end, including issue assessment, root cause analysis, action planning, stakeholder alignment, and closure communication.
• Promote client confidence by ensuring timely responses, consistent follow-through, and operational transparency.

2. Client Governance and Engagement

• Establish, manage, and continuously improve client governance routines and engagement mechanisms.
• Prepare client-ready materials such as status reports, action trackers, risk summaries, meeting decks, governance packs, and decision logs.
• Facilitate structured, outcome-driven governance meetings and ensure discussions are clearly documented with actions and ownership.
• Support business reviews or periodic client reviews by providing operational insights, performance trends, key risks, and recommendations.
• Ensure all client commitments, actions, and governance outputs are tracked through to completion.

3. Client Requests and Cross-Functional Coordination

• Own the intake, prioritization, tracking, and follow-through of client requests across technology, process, operational, and resource-related needs.
• Coordinate with internal stakeholders to ensure client requests are addressed within agreed service levels and timelines.
• Maintain visibility over interdependencies, key risks, and open items, driving accountability across cross-functional teams.
• Monitor and manage RAID items affecting clients and lead mitigation or resolution efforts.
• Escalate delivery or operational concerns internally as needed to protect client experience and service continuity.

4. Client Experience, Reporting, and Continuous Improvement

• Prepare, validate, and manage client-facing operational reports and updates.
• Analyze recurring issues, service gaps, and client pain points, and drive targeted process improvement initiatives.
• Support or lead initiatives related to quality management, risk management, operational excellence, and continuous improvement.
• Use operational data and client feedback to recommend enhancements to reporting, governance, and service processes.
• Contribute to a culture of accountability, service excellence, and continuous improvement across teams.

5. Resource Management and Allocation

• Manage allocation of all GSC staff members across service lines
• Coordinate scheduling of interviews with Member Firms for internal hiring or deployment opportunities.
• Endorse GSC bench profiles for internal hiring and support resource matching activities.
• Create and maintain timehseet phases in IBS.
• Monitor utilization levels and recommend actions to optimize workforce capacity and productivity.
• Support planning for staffing needs in alignment with business priorities.

6. Account and Client Management

• Coordinate with clients regarding contract opportunities and resource-related requirements.
• Manage account-level inquiries related to staffing, workforce availability, and resource planning.
• Oversee client coordination for loaned staff arrangements, including profile endorsement and interview scheduling.
• Introduce and endorse new hires to clients as part of onboarding and deployment processes.
• Maintain strong working relationships with client counterparts and internal account stakeholders to support smooth operational delivery.

7. Loaned Staff and Temporary Coverage Management

• Monitor loaned staff assignments and temporary coverage arrangements to ensure continuity of support.
• Coordinate internal hiring or deployment of TC profiles as required.
• Work closely with TC Resource Managers to align staffing actions with client and business needs.
• Track temporary assignments, transition timelines, and backfill requirements to minimize service disruption.

8. Joiner–Mover–Leaver (JML) and Access Management

• Oversee and coordinate Joiner, Mover, Leaver (JML) processes for assigned staff.
• Ensure timely client access provisioning and deprovisioning, including systems such as Citrix and other required tools or platforms.
• Coordinate with relevant teams to ensure compliance with onboarding, transfer, and offboarding requirements.
• Maintain accuracy and timeliness of access-related records and process documentation.

9. Finance, Billing, and Allowances

• Review and approve invoices in IBS in accordance with internal controls and billing requirements.
• Extract GSC timesheets required for billing and reporting purposes.
• Validate timesheet data to ensure completeness, accuracy, and billing readiness.
• Coordinate with finance and relevant operational teams to resolve discrepancies affecting billing or invoicing.
• Support accurate and timely revenue-related operational processes.

10. Data Reporting and Cadence Management

• Maintain and update weekly cadence reports across service lines.
• Consolidate operational data for leadership reporting, client reviews, and internal management updates.
• Ensure reporting outputs are accurate, timely, and aligned with stakeholder requirements.
• Track operational metrics and trends to support workforce planning, service visibility, and decision-making.

11. Performance and Talent Management Support

• Request and coordinate performance feedback from clients for GSC staff based on defined review cycles:
• Probationary employees: 3rd and 4th month
• Regular employees: Quarterly
• Consolidate and process client feedback for overall GSC staff performance.
• Endorse performance outcomes to the Performance Manager, including cases for discontinuance for probationary and regular employees when applicable.
• Coordinate mentee or discontinuance sessions for probationary staff together with the Performance Manager and relevant Account Manager.
• Support talent-related discussions by ensuring timely, accurate, and well-documented performance inputs from clients.

Qualifications

• Bachelor’s degree in Business Administration, Management, Operations, or a related field.
• Relevant professional certifications in operations, project management, service delivery, or process improvement are an advantage.

Experience

• 6–9 years of experience in client-facing operations, client management, service delivery, account coordination, or engagement support roles.
• Experience in professional services, shared services, global service centers, or advisory environments is preferred.
• Demonstrated experience managing senior stakeholders and handling sensitive or high-impact client situations.
• Proven experience in resource management, governance reporting, billing coordination, and cross-functional stakeholder management.
• Experience working with workforce management, reporting, and operational systems such as IBS, timekeeping tools, or access management platforms is an advantage.