Operations Senior Manager

About the role

At TELUS Digital, the Operations Senior Manager leads the entire assigned account operation across client relationship and KPIs, financial performance, and people engagement. The role works with Finance, WorkForce Management, Procurement, Marketing, Management, Human Resources, and Information Technology.

Applicants should be available and willing to work on-site and/or from home depending on business needs.

Responsibilities

• Act as the primary point of contact for the Client/Vendor Manager on strategic plans, site expansions, and non-daily operational topics.
• Lead Weekly Business Reviews, present operational changes, analyze provided data, and present proactive action plans.
• Manage contract amendments, pricing negotiations, and transparent communication with stakeholders.
• Manage open items, project management, and change management transparently across departments.
• Identify data inconsistencies and provide comprehensive reporting to senior leadership.
• Maintain overall site performance and serve as the final escalation point for operational issues.
• Hold Supervisors and Team Leads accountable for team performance and set realistic, sustainable targets.
• Ensure KPIs are met across functional areas, manage incentive programs fairly, and implement Performance Improvement Plans where necessary.
• Drive Business Continuity Plan communications and ensure rapid responses to operational disruptions.
• Enforce security standards and compliance requirements across the site.
• Oversee hiring according to ramp and capacity plans, track headcount accurately, and manage attrition proactively.
• Develop quarterly hiring plans and forecast future staffing.

Datos clave

• The role leads the entire operation of the assigned account.
• Applicants should be available and willing to work on-site and/or from home depending on business needs.
• The role oversees hiring plans, headcount tracking, and proactive attrition management.