# Senior Operational Manager

Published 2024-09-05

> 1. General Information Approved date: 2020.07.16 Department belongs to: Administration Department Directly responsible to: Chief Executive Officer Appeal to: The President Substitutable position: 2. Main purpose and Resp

**1\. General Information**

**Approved date:**

2020.07.16

**Department belongs to:**

Administration Department

**Directly responsible to:**

Chief Executive Officer

**Appeal to:**

The President

**Substitutable position:**

 

**2\. Main purpose and Responsibilities of the Position**

**Job Summary:**

-   Meeting and exceeding business objectives ensures consistent achievement of all financial and operational KPIs
-   Managing to deliver an outstanding ‘Customer Experience’
-   Managing, inspiring and motivating the operation team to ensure operational excellence, high employee engagement and service improvement is achieved

**Key areas of accountability:**

-   NMG projects /Gerege, Tenders, Marketing project/
-   Internal team members

**Primary job description:**

**NMG PROJECTS**

-   Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures
    -   office.erxes.io Team Inbox - to listen, report, follow up and respond
    -   Google Drive files:
        -   Google Sheet /NMG projects/ - to update, report, follow up and respond
        -   Google Word /Файл/- To send agreements, invoices and upload the all related documents under each company
        -   Google Sheet /Борлуулалтын явц/ - to update the payment due dates and monitor on project deadline is meet the projected date
        -   Google Sheet /Санхүүгийн тооцоолол/ - To monitor on key financial aspects and work to improve the key factors
    -   Glide App - to be updated and update on the projects
    -   Discord chat
-   Responsible for the operations, team and for the delivery of the overall operational metrics & sales targets
-   To proactively maintain regular engagement with key client contacts in line with client expectations
-   Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
-   Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
-   Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings
-   Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role
-   Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation

**INTERNAL COMMUNITY AND TEAM MEMBERS**

-   Share the Organizational Vision With Each Member
-   Communicate and understand each team members in relation
-   Get team members motivated and feel appreciated under your supervision
-   Create and Maintain a Team Spirit
    -   erxes XOS /Mobile application/
    -   Facebook /Нью Медиа Фэн Груп/
    -   Discord chat
-   Peoplebox - OKR

**3\. Additional information**

**Working condition**

Normal

**Working hours**

9.00-18.00 Monday - Friday (can work remotely during this time)

**Work equipment**

Desk, chair, computer, and other

**4\. Performance measured by following main factors**

-   Highly effective workflow and financial objectives to meet
-   Smooth and professional communication flow both internally and externally