Operations

• Guide team members in delivering proactive, personalized, and consistent service experience.
• Support feedback collection and escalation processes to ensure timely resolution of client issues and promote long-term satisfaction and retention, and support retention SWARM process.
• Foster a positive, client-centric culture by modeling accountability, collaboration, and inclusion.
• Provide coaching, support skill-building, and promote professional development to strengthen team engagement and performance.
• Monitor individual and team performance metrics, identify gaps, and offer real-time feedback and support.
• Assist in anticipating team needs to maintain workflow momentum and service quality.
• Connects with Manager to relay real-time feedback for teams for increased visibility.
• Ensure team adherence to company policies, procedures, and regulatory standards.
• Identify potential risks and contribute to the development of consistent practices that reduce exposure.
• Lead the day-to-day execution of workflow improvements and process enhancements.
• Promote the use of best practices and standard operating procedures to ensure high service quality and efficiency.
• Partner with internal stakeholders on initiatives that support client growth, cross-selling opportunities, and market expansion.
• Support adoption of operational technologies and tools to drive automation and scalability.
• Help identify process optimization opportunities and ensure team alignment with operational strategies.

Operations Supervisor, EB South Territory

Facilities Operations Manager

Operations Manager