Operations Manager Prague, Praha

Operations Manager

English _(Proficient)_
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Accolade Technologies s.r.o.
Full-time - Prague
Seniority: Senior
As our Operatiobs Manager you will be responsible for fostering the growth and development of multiple teams and manages daily operational performance in Prague. Direct supervisory responsibility for 4-10 (Supervisors). This role drives operational effectiveness while meeting Accolade, customer, and member expectations on a continuous basis. This role will interface with multiple leadership stakeholders and operational team members to ensure united delivery on shared operational objectives.
**Working hours: 14:00 - 22:30 (Monday
- Friday)**
A day in the life
People Leadership:
- Coaching and Development - build & maintain a highly engaged & high performing operational team.
- Ability to accurately assess talent against expectations of the role and cultural engagement.
- Drive high employee engagement and retention by maintaining and creating a positive working environment.
- Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team.
- Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for operational teams.
- Conduct performance reviews for direct reports
**Deliver Operational Service excellence & execution**:
- Operational Leadership - Complete accountability of operational delivery all back-office functions
- Daily Review of Key Performance Indicators, to ensure performance goals are on target; create any necessary adjustments as required to meet performance goals.
- Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing the expected results of innovation and new strategies.
- Participate in the recruiting process.
- Co-author of the strategy in the future service delivery space
- Assist Sr. Operations Leadership in preparing and/or reviewing weekly, monthly, and quarterly functional summary reports and/or business performance reviews.
- Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action.
- Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance.
- Support direct reports in identifying training opportunities that support continuous performance improvement and development goals.
- Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions.
- Be the point of contact for Supervisors in their absence.
**What we are looking for**
- Bachelor’s Degree or equivalent education
- Experience with managing leaders and multiple teams is preferred
- 5+ years of relevant, progressive management experience (and demonstrated success):
- Managing a team in a high-touch service environment (preferably with an inbound/outbound telephonic component, shared service delivery centre and/or healthcare, technology-related); including:
- Motivating team members to high-performance and achievement of specified goal
- Operational process execution
- Successful track of record in process automation and optimization (AI implementation)
- Recognizing and developing talent
- Creating a team environment that results in open communication, behavior consistent with company values, and group inter-dependency
- Established analytical thinking skills, observational & communication skills, and collaboration.
- Strong data analytics and problem-solving skills.
- Exhibiting and instilling a growth mindset
- Excellent communication skills
- Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals
- Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment
- Professional, self-motivated, enthusiastic demeanor
- Strong organizational and time management skills
**While working in Accolade you will enjoy the following benefits**:
- RSUs
- Employee Stock Purchase Plan
- 5 weeks of vacation + personal days
- 1 paid day off for your volunteerism per year
- Cell phone and a plan for unlimited personal use as well
- Sodexo Gastro Pass Card with no contribution
- Flexi Pass Card per month or Multisport Card
- Parental benefits
- Virtual hospital service uLekare.cz
- Udemy Business Platform for Hard/Soft skills training
- Office events-workshops, tournaments, competitions, raffles, team building
- Home office and flexible working hours

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