Business Process Improvement Manager, Tech (contract)

Our client is a leading global technology company looking for an Operations Manager to drive operational efficiency, improve processes, and support the delivery of scalable operations./

This is a contract role ending on 17 Apr 2027.

Responsibilities

• Execute and support operational improvement initiatives, including process redesign, automation, workflow optimization, and service delivery enhancements.
• Work with stakeholders to clarify policies, processes, business requirements, and resolve operational escalations or exceptions.
• Identify opportunities to improve operational efficiency, customer experience, and performance through data analysis, process reviews, and automation.
• Develop and maintain standard operating procedures (SOPs), process maps, workflow documentation, and training materials.
• Monitor operational performance, service-level agreements (SLAs), and key performance indicators (KPIs), providing regular updates and identifying areas for improvement.
• Support project implementation and coordinate with internal teams and external service providers to deliver operational initiatives.
• Manage stakeholder and vendor relationships, including supporting supplier selection, onboarding, performance reviews, and progress evaluations.
• Address operational queries and escalations within agreed service levels, identify recurring issues, and streamline ticket and queue management.
• Participate in stakeholder meetings to understand business objectives and recommend suitable operational strategies, resources, and service delivery solutions.

Requirements

• At least 7 years of experience in business operations, process improvement, or a related field.
• Strong analytical skills, with the ability to interpret operational data, identify trends, and recommend improvements.
• Knowledge of process design, workflow optimization, automation tools, and operational best practices.
• Experience monitoring operational KPIs, SLAs, and service delivery performance.
• Good project coordination and problem-solving skills, with the ability to manage competing priorities and resolve operational issues.
• Understanding of customer support operations, queue management, and service delivery processes.
• Strong business acumen and a consultative approach to identifying and implementing solutions.