Job Purpose

As an Operations Manager at Tarjama&, you will play a crucial role in ensuring that the company services are delivered in line with expectations whilst ensuring that business objectives are achieved. The operations team manages services for a variety of clients with different defined SLAs, agreed expectations, and revenue models. The team will be responsible for the retention of these valuable clients and maintaining/improving revenue and profit, as well as driving new services and efficiencies for the clients.

Duties & Responsibilities

Leadership and Team Management:

Motivate and lead a team of team leads and project managers/coordinators to ensure that the team delivers services in line with business and client expectations
Take responsibility for monitoring and managing resourcing requirements in line with forecasts and business plan
Drive the performance of the team and develop a strategy to improve efficiency without compromising quality
Facilitate training and continuous development initiatives to build a skilled and high-performing team to empower team members with the necessary skills and knowledge to excel in their roles, driving overall team performance and growth
Ensure that productivity targets are delivered in accordance with business requirements

Performance Management and KPI Supervision:

Create and supervise KPIs and objectives to agreed levels and timescales of direct reports
Review and approve of indirect team KPIs and ensure they are in line with company targets and career progression
Monitor and report on the team's progress to ensure requirements, KPIs and deadlines are met and increase gross and net profit

Client Relationship and Service Improvement:

Collaborate with the commercial team to understand client needs, while proactively addressing and resolving client concerns related to Operations and Quality Control
Support and reinforce initiatives that improve Tarjama&'s overall service offering and delivery to contribute to the continuous enhancement of the company's services, maintaining competitiveness and driving customer satisfaction
Support Sales and Account Management initiatives, including client audits, client visits, company events, and conferences to contribute to the growth and retention of clients through active participation in sales and account management activities

Quality Assurance and Compliance:

Ensure that the team is compliant with all business requirements including ISO processes and Desktop Training to uphold regulatory compliance and adherence to industry standards, safeguarding operational integrity and credibility
Drive a quality and commercial culture in the team to instill a mindset of excellence and business acumen within the team, promoting both quality deliverables and commercial viability

Communication and Stakeholder Management:

Develop strong relationships with key stakeholders in the business to foster collaboration and alignment with key stakeholders, ensuring strategic objectives are met and organizational success is achieved
Represent the company professionally to all internal and external stakeholders and clients as applicable to uphold the company's reputation and brand image through exemplary communication and interactions
Build relationships with clients and provide a high level of client service to cultivate strong partnerships with clients, fostering loyalty and satisfaction while meeting their needs effectively
Act as an escalation point for issues and take ownership of issues to ensure full resolution for both internal and external escalations

Operations Management and Technology Integration:

Carry out the operational plan to support achieving business goals and improvements within the team
Receives monthly reports from operations team leads and utilization and presents them to the operations director to ensure transparency and accountability in operations by providing relevant data for strategic decision-making
Identify risks to production, organization, and escalate as appropriate to proactively mitigate potential disruptions to operations, ensuring smooth workflow and minimizing downtime
Manage the onboarding process at Tarjama& to integrate new members from other departments into the company to streamline the integration of new employees, fostering a cohesive and productive work environment
Evaluate and integrate new technologies to enhance backend operations; collaborate with IT and development teams to ensure seamless system integration

Education, Experience & Qualifications

Bachelor's degree in business management, industrial engineering, or any other related field
(+8) years of experience, with at least 5 years in a leading position, mandatory in localization industry
Excellent level of proficiency with MS Office
Excellent communication and leadership skills
Proven work experience as a manager
Excellent analytical and problem-solving skills
Organizational and time-management skills
Excellent client-facing and internal communication skills
Excellent command of English and Arabic languages, both written and spoken
Conflict resolution skills

Behavioral Competencies

Team Building & Management
Conflict Management
Planning & Organizing
Time Management
Result Orientation
Influencing others
Communication
Empathy
Adaptability
Critical thinking
Delegation
Problem Solving &Decision Making
Leadership
Negotiation
Stakeholder management

Technical Competencies

CAT& TMS Tools
ERP Knowledge
Advanced knowledge of all aspects of localization projects including internationalization, DTP workflows, various translation workflows,
Presentation Skills
Data Analysis and Reporting
Risk Management
Clients Service Skills
Budget management
Conflict management
Cost management
Reporting skills
Research skills
Risk management
Technical writing

Tarjama&

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