Purpose of Role

The Director of Service Operations plays a crucial role in overseeing and enhancing service operations within the organization. Emphasizing human-centered leadership, safety, and continuous improvement, this role drives efficiency, excellence, and innovation in service delivery. The director will also focus on key accountabilities and comprehensive reporting to ensure transparency and informed decision-making.

Areas of Accountabilities

Leadership & Culture Development: Promote a human-centered leadership approach by cultivating a positive and collaborative work environment, empowering teams, and nurturing talent to enhance performance and engagement

• Establish regular feedback mechanisms to collect insights from employees about their experiences and suggestions for improvement.
• Create programs that acknowledge and reward employee contributions and achievements, fostering a sense of family and belonging.
• Collaborate with other departments to develop initiatives encouraging work-life balance and mental health support. Use data-driven methods to pinpoint opportunities for improving employee satisfaction and engagement.
• Ensure that leadership practices are aligned with the principles of Human Centered Leadership.

Continuous Improvement

• Implement lean methodologies, refine process improvements, and adopt best practices to enhance service efficiency, reduce operational risks, and elevate overall service quality.
• Establish and maintain standard operating procedures (SOPs) to ensure consistency and efficiency in service operations.
• Establish benchmarking and adopt best practices to remain competitive and promote continuous improvement.
• Utilize data analytics and key performance indicators (KPIs) to evaluate operational effectiveness and identify areas for optimization.
• Lead root cause analysis and corrective action initiatives to address operational challenges and prevent recurrence.
• Foster a continuous learning and innovation culture, encouraging teams to identify and implement improvements proactively.

Safety & Compliance: Ensure adherence to all safety regulations, industry standards, and compliance requirements to maintain a safe and reliable service environment

• Develop and enforce compliance protocols to ensure all activities adhere to regulatory and organizational requirements. Foster a culture of continuous commitment to high standards.
• Key Accountabilities: Define, monitor, and report on key performance indicators (KPIs) to measure service efficiency and effectiveness. Hold teams accountable for achieving targets and implementing improvements.
• Reporting: Ensure accurate and timely reporting on service performance, including operational metrics, safety incidents, and improvement initiatives. Provide insights and recommendations based on data analysis to support strategic decision-making.

Accountability & Performance Management: Establish clear performance metrics, KPIs, and reporting structures to hold teams accountable, track operational success, and drive continuous improvement

• Implement real-time monitoring tools and dashboards to enhance visibility into operational performance.
• Align performance management with organizational goals and service excellence standards to drive business success.
• Create coaching and development plans to support continuous skill enhancement and leadership growth.
• Ensure accountability at all levels by fostering a culture of ownership and proactive problem-solving.
• Utilize data-driven insights to identify performance gaps, recognize achievements, and drive informed decision-making.

Strategic Planning & Innovation: Identify emerging trends, technologies, and process enhancements to drive innovation in service delivery and maintain a competitive edge

• Develop and execute long-term strategic plans that align with organizational objectives and market demands.
• Conduct market research and competitive analysis to anticipate industry changes and position the organization for success.
• Foster an innovation-driven culture, encouraging the adoption of cutting-edge tools, technologies, and methodologies.
• Partner with IT and technology teams to implement digital transformation initiatives that enhance operational efficiency.
• Lead pilot programs and process improvement initiatives, evaluating their impact before organization-wide implementation.

Cross-functional Engagement

• Provide leadership with data-driven insights, performance reports, and strategic recommendations to support informed decision-making and organizational growth.
• Collaborate with finance and leadership teams to ensure operational budgets align with performance goals and service priorities.
• Create regular reporting mechanisms that offer transparency into service operations, challenges, and achievements.
• Lead cross-functional engagement efforts, ensuring key stakeholders are involved in decision-making processes and service improvement initiatives.
• Build and strengthen relationships with customers, vendors, and industry partners to enhance collaboration and service quality.

Knowledge, Skills, and Experience

• Bachelor’s degree in business administration, Operations Management, or a related field (master’s degree preferred).
• Proven experience in a leadership role within service operations, focusing on human-centered leadership and safety.
• Strong analytical skills and experience in continuous improvement methodologies, such as Lean or Six Sigma.
• Excellent communication and interpersonal skills, with the ability to influence and motivate teams.
• Adept in data analysis and reporting tools, with the ability to translate data into actionable insights.
• Strong organizational and project management skills, focusing on delivering results in a dynamic environment.