The Operations Manager will drive effective service delivery for multiple Sales Support and Operations teams – Customer Success, Event Registration, Event Relations, Event Support, Hosted Buyer, Event Management, Event Operations, Operations Administration, Travel Advisory and Procurement Administration. This role will support the global offices of RX Global, connecting with colleagues from 20+ countries in APAC, EMEA and Americas regions.

This role needs to strike and achieve a good balance in the following areas of focus:

Strategic Partnership – contribute to management team’s strategic decision-making, develops and aligns strategies with the businessChange Agent – enable, empower line managers to lead and facilitate change, ability to influence stakeholders to adopt harmonized and optimized processesOperational Excellence Advocate – facilitate a culture of continuous improvementAdministrative Expert – ensure internal and external customer focus; manages people and costsEmployee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical and equitable people processes and practices

Accountabilities:

Oversee various Sales Support and Operations functions and ensure effective service delivery to support business requirementsEnsure that operations are constantly aligned with business priorities including annual goals set for the team. Drive agility in KPIs to ensure we pursue constant alignment with the business’ changing demandsCapacity Planning / Resource ManagementSpearhead and / or partner to work on critical projects in alignment with business prioritiesCollaborate with other business leaders in looking for opportunities to drive improvementsChampion the “future way of working” with a more empowered team focused in driving business value add while also supporting talent retentionEnsure strong relations and partnerships with all RX Global StakeholdersDrive continuous improvement initiatives supporting standardization, efficiency and quality of outputPeople Management – Supervise, lead, coach and inspire team and promote continuous development geared towards meeting / exceeding performance and stakeholder expectationsEnsure recruitment and retention of qualified talents (talent acquisition, progression / people development)Provide mentoring support to the Supervisors; conduct performance reviewsMonitor performance of entire team and address any performance issuesProvide support for any issues or escalations as requiredChampion upskilling support for the team

Qualifications:

Bachelor's Degree holderMinimum of 3 years of Leadership experience requiredAtleast 5 years of experience, preferably in a customer contact environmentExperience in process improvement and change management a huge plusExceptional verbal and written communication skillsExperience in a shared service industry a plusHighly developed interpersonal and people management skills, including ability to interact with and influence people at all levelsExcellent coaching, engagement and people development skillsExcellent problem solving and analytical skillsExcellent organizational and time-management skillsWilling and able to work on any and flexible shift to meet business needA passion for exhibitions and eventsIntermediate knowledge and strong experience in Microsoft Word, Excel and PowerPointStrong analytical, quantitative and deductive reasoning skillsA strong ability to organise and prioritise workload – and demonstrate a solid competency for multi-taskingThe ability to work in a fast-paced environment and remain calm when under pressureStrong communication skills – articulate verbal and written capabilities – with the ability to communicate with many different nationalities and culturesAccuracy and attention to detailThe ability to embrace change and an enthusiasm to participate in a culture of continuous improvement in all areas of their workA confident common sense approach to problem solving and is quick to understand who/what is required to solve any issuesA positive, enthusiastic and proactive approach to their role and responsibilities on a day-to-day basisAbility to meet deadlines within budget and under pressureStrong time and project management skillsExperience in an event / exhibition background would be an advantageGood IT skills including Microsoft Office applicationsEvent operations experience would be an advantage

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