Monroe Consulting Group is seeking a Head of Operation on behalf of our esteemed client, a Visa Application Center.
Key Responsibilities
- Oversee end-to-end operations, ensuring high service quality, operational efficiency, and compliance with company standards.
- Develop and implement operational strategies, SOPs, and performance frameworks to support business growth.
- Lead and mentor operations teams, ensuring optimal staffing, capability development, and performance management.
- Monitor daily workflows and resolve operational bottlenecks to maintain smooth business continuity.
- Analyze operational metrics, identify improvement opportunities, and implement data-driven process enhancements.
- Ensure compliance with all internal policies, regulatory requirements, and quality standards.
- Collaborate with cross-functional teams including Finance, HR, Technology, and Customer Experience to improve operations and support business initiatives.
- Drive continuous improvement projects to elevate productivity, cost efficiency, and customer satisfaction.
- Manage vendor relationships, contracts, and service-level agreements to ensure reliable and effective external support.
- Prepare and present operational reports, insights, and forecasts to senior leadership.
- Champion operational excellence, risk management, and a culture of accountability across the organization.
Requirements
- Bachelor's degree in Business, Operations Management, Engineering, or related field; Master's degree is an advantage.
- Minimum 8-10 years of experience in operations management, with at least 4 years in a leadership or department-head role.
- Proven experience managing large teams and driving operational strategy in a fast-paced environment.
- Strong understanding of process optimization, quality control, and performance measurement frameworks.
- Demonstrated ability to build and scale operational systems, SOPs, and cross-functional workflows.
- Excellent leadership, communication, and stakeholder management skills.
- Analytical mindset with strong problem-solving abilities and proficiency in operational metrics and reporting.
- Experience in managing vendors, contracts, and external service partners.
- High level of integrity, detail-orientation, and commitment to operational excellence.
- Ability to thrive in dynamic environments and lead transformation or improvement initiatives.
