Operations Manager

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