Operations Manager (Project Management)

Essential Tasks for the Operations Manager:
Operational Leadership & Management:
- Supervise the organization of audits, auditors' occupancy rate in the Master Planner.
- Oversea daily operations of the Certification division, ensuring seamless execution of certification processes.
- Oversee the quality and accuracy of auditors' work, ensuring compliance with certification protocols.
- Oversee the times assigned to the auditors to execute their tasks on Master Planner.
- Ensure operational efficiency, regionalization of audits and adherence to industry standards.
- Develop and implement internal operational processes and best practices to optimize performance and resource allocation.
- Provide support in the development and execution of training programs for new personnel.
- Coordinate with various departments to ensure smooth workflow and timely execution of audits.
- Monitor and report on key performance indicators related to certification operations and performance of direct team.
- Ensure all certification activities adhere to regulatory requirements and company policies as well as comply with industry regulations and accreditation requirements.
- Collaborate with senior management to align operational goals with the company's strategic objectives and provide capacity data.
- Maintain the annual training plan, qualification matrix and personnel qualification records.
- Monitoring qualification of auditors in CUSI and preventing the expiration.
- Maintain the general program manual needed for management system & support management and other certification teams to develop new programs.
- Handling complaints/ appeals from clients and implement improvements as requested.
- Facilitate correct development of certification programs - training schemes for coordinators, assisting with optimizing quality system, in accordance with ISO 17065, support and guide program managers in development of new programs, execution of validation-assessments of the program by means of reviewing the first certification process (es), related to technical aspects.
- Assist in audit follow up, root-cause analysis and identify solutions.
- Troubleshoot problems within CU's Certification Services.
- Registering and handling claims and appeals.
- Maintain Freelance list (including qualifications) updated. Renew contracts and coordinate contracts with HR.
- Support VP of Cert on the management Review and Operational numbers.
- Support during internal & external audits.
- Approve auditor's time on CHR.
Team Supervision & Leadership:
- Directly manage and provide leadership to supervise auditors, planners and ALL the members of the certifications team, ensuring completion of assigned hours and per diems in CHR correctly.
- Set clear expectations and performance goals for team members.
- Foster a high-performance culture through coaching and training.
- Conduct performance evaluations and provide constructive feedback to enhance individual and team effectiveness.
- Ensure collaboration and coordination across teams to streamline workflows and reduce inefficiencies.
- Ensures that auditors adhere to established quality control procedures and compliance requirements.
- Provide guidance and training to enhance team capabilities.
Key Performance Indicators (KPI's) & Reporting:
- Create, define and monitor KPI's related to operational efficiency, audit accuracy and client satisfaction.
- Define and monitor KPI's related to certification turnaround time.
- Analyze data to assess team performance and operational effectiveness.
- Report on operational metrics, trends, and areas of improvement to senior management.
- Implement corrective actions when KPI's are not met and develop strategies for continuous improvement.
- Prepare and present performance reports to senior management with recommendations for improvement.
- Drive continuous improvement initiatives to enhance efficiency and meet or exceed KPI targets set for the role.
Client & Stakeholder Management:
- Serve as the primary contact for key clients, ensuring high levels of satisfaction and service delivery.
- Address client concerns, inquiries, and escalations promptly and professionally.
- Collaborate with other departments to support business development efforts and operational alignment.
- Build and maintain relationships with accreditation bodies, industry regulators, internal and external stakeholders.
- Support business development efforts by identifying opportunities to improve service offerings.

None - Essential Tasks for the Operations Manager:
- Support marketing efforts by providing insights on operational processes.
- Assist in special projects and company-wide initiatives.
- Participate in networking and industry-related events.
- Assist in budget planning and cost management and financial forecasting for the Certification Division to optimize operational efficiency.
- Provide informational support to HR in recruiting and onboarding processes for operational staff.
- 10% other as assigned