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Operations Manager IBEX Global

By (Student’s Name)

The Name of the Class (Course)

Professor (Tutor)
The Name of the School (University)
The City and State where it is located
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Introduction

Strategic operations management is a vital element of any organization.

Operations management involves the strategic planning, execution, and supervision of

activities that convert resources into desired goods and services while aligning with a

company's broader business strategy (Heizer et al., 2020). An effective operations

strategy aligns the company's business strategy with its existing resources, allowing the

company to achieve a competitive advantage in the market (Krajewski et al., 2018). By

integrating operations management with the overarching business strategy,

organizations can streamline their processes and efficiently allocate their resources.

This enables them to optimize their operations, minimize expenses, and enhance

customer satisfaction. Moreover, strategic operations management empowers

companies to effectively respond to market fluctuations and maintain a competitive

edge over their rivals. Having a clearly defined operations strategy is essential for

organizations to effectively adapt to and meet customer demands in today's fast-paced

business landscape.

The senior operations manager plays a vital role in implementing strategic

operations management. The Senior Operations Manager at IBEX Global has the

responsibility of leading, motivating, and encouraging a group of supervisors and

managers to achieve exceptional operational performance. Additionally, they are tasked

with promoting high levels of employee engagement, satisfaction, and retention. The

role involves meeting or exceeding client program service goals and objectives,

supervising call lists, analyzing and organizing data, and implementing program

modifications with the aim of achieving client objectives (IBEX Global, 2023).
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The purpose of this report is to provide a comprehensive analysis of the roles

and obligations of a senior operations manager at IBEX Global, a position currently

being advertised in St. Ann, Jamaica. The report will analyze the intricacies of strategic

operations management, emphasizing its importance in contemporary business

environments and illustrating its relevance to the selected job role. This report aims to

provide a thorough analysis of the job description, identify possible operational

challenges, propose solutions, and evaluate the impact of strategic operations

management theories and techniques on the role.

Literature Review

Contemporary strategic operations management is a multifaceted field that

focuses on efficiently managing resources, processes, and technologies to produce and

deliver goods and services. The field is adaptable to changes in the business landscape

and technological advancements (Krajewski et al., 2018).

Business Process Redesign (BPR) is a cutting-edge approach for implementing

substantial changes within an organization. It involves reassessing and reorganizing

work methods to better align with an organization's goals and reduce costs (Hammer &

Champy, 1994). BPR emphasizes questioning the underlying assumptions that govern

business processes and harnessing the capabilities of technology, rather than merely

automating these processes. The Senior Operations Manager position at IBEX Global

can leverage BPR, or business process reengineering, to optimize workflows, eliminate

redundant tasks, and improve overall operational efficiency.

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Six Sigma is a systematic and data-driven methodology that employs statistical

analysis to consistently enhance and eradicate flaws in a product, process, or service

(Pakdil, F., and Pakdil, F., 2020). . . The main goal of this approach is to improve the

quality of the final products by identifying and eliminating the underlying causes of

defects, as well as reducing the amount of variation in manufacturing and business

processes. A senior operations manager can employ Six Sigma to improve service

quality, reduce errors, and enhance customer satisfaction.

Lean manufacturing is a methodical approach to reducing waste in a

manufacturing system while maintaining productivity (Womack and Jones, 2010).It

entails the identification and elimination of activities that do not contribute value in the

areas of design, production, supply chain management, and customer interactions.

Within the Senior Operations Manager position at IBEX Global, the implementation of

lean principles can effectively minimize waste, enhance operational efficiency, and

generate greater customer value. Furthermore, operations management employs a

range of methodologies, including capacity planning, inventory management,

scheduling, and quality control. .These strategies can be employed to effectively handle

resources, guarantee the prompt provision of services, and uphold exceptional quality

standards.

Capacity planning is a systematic procedure that enables operations managers

to assess the capacity of their resources and strategize for future expansion. .It entails

assessing all existing production resources, such as machinery, staffing, and work

centers, to determine if the manufacturer can satisfy customer demand both presently

and in the future. Capacity planning is the process of ensuring that resources are
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utilized in the most efficient and effective manner to meet the demands of

customers. .The production processes utilize three main types of schedules: the master

production schedule (MPS), production activity control (PAC), and capacity planning.

Inventory management refers to the oversight of a company's inventory,

encompassing the various procedures involved in the production, procurement, storage,

and sale of products in the marketplace. .This entails overseeing the storage and

handling of unprocessed materials, parts, and completed goods. .Efficient inventory

management ensures the systematic organization of a company and offers crucial

information to assist businesses in adapting to market trends, preventing disruptions in

supply chain management, and sustaining profitability. .Inventory management has a

direct influence on production, warehouse expenses, and the process of fulfilling orders.

Scheduling in operations management refers to the systematic process of

organizing, synchronizing, and overseeing the allocation of resources in order to

efficiently accomplish a production process. .It entails determining the appropriate

commencement and completion times for each task, selecting the resources to be

utilized for each task, and establishing the order in which the tasks should be

executed. .In the field of manufacturing, the process of planning and organizing tasks in

operations management is frequently carried out using computer software. This

software takes into account different limitations, such as the availability of resources,

customer demand, and the capacity for production.

Quality control (QC) is a systematic procedure employed by a business to uphold

or enhance the standard of its products [^10^]..Quality control necessitates the

establishment of an environment in which both management and employees actively

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pursue perfection. .Personnel are trained, benchmarks for product quality are

established, and products are tested to identify statistically significant variations

[^10^]. .One important element of quality control is the implementation of clearly defined

controls [^10^]. .The job description of the Senior Operations Manager at IBEX Global

necessitates a strong understanding and application of these theories and

techniques. .For example, business process reengineering (BPR) can be employed to

restructure the workflow and procedures within the organization in order to achieve the

desired goals and objectives of client program services. .Six Sigma can be utilized to

eradicate defects and enhance the quality of service. .Lean manufacturing principles

can be applied to reduce waste and enhance efficiency in the organization's operations.

Job Description Analysis

The IBEX Global Senior Operations Manager job description details the duties

and qualifications.

Responsibilities

The senior operations manager must inspire and motivate supervisors and

managers to achieve operational excellence, employee engagement, satisfaction, and

retention. Met or exceeded client program service goals and objectives, managed call

lists, prepared and analyzed data, and made program changes to achieve client goals.

The manager must also build operational client relationships, identify process

improvements, manage rewards and recognition programs, and ensure performance

metrics are accurate and efficient. The role requires collaboration with other client

program contact centers in management, training, recruiting, client services, human

resources, and IT.

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Qualifications

The role requires strong knowledge of customer contact center operations and

internal computer/operating systems, proficiency in MS Word and Excel, leadership

skills, strong verbal and written English communication skills, good reasoning and

analytical skills, and sound judgment with the ability to make decisions within authority.

The candidate should be deadline-oriented, time-management-savvy, resourceful,

organized, and good under pressure. It's also important to be able to show results, such

as business improvements, cost savings, revenue generation, strong client

relationships, and translating business strategy into daily delivery.

This job description analysis clarifies IBEX Global's Senior Operations Manager

expectations and requirements. It will help identify operational issues and propose

solutions in later sections of this report.

Operational Challenges

The job description for the Senior Operations Manager at IBEX Global highlights

a number of identifiable operational difficulties.

1. Attaining Client Program Service Goals and Objectives: The manager must

consistently meet or exceed the goals and objectives set for client program

service. Handling this task can be challenging due to factors such as

changing client requirements, market dynamics, and constraints on internal

resources.

2. Call List Management and Data Analysis: The role involves supervising call

lists, examining data, and implementing program adjustments to meet client

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goals. Competence in analytical reasoning and the ability to make data-driven

decisions are crucial for this task, especially in a dynamic business

environment.

3. The manager's responsibility includes directing, motivating, and encouraging

a team of supervisors and managers to attain and sustain elevated levels of

employee engagement, satisfaction, and retention (Grant and Yeo, 2022).

Effectively managing this can be intricate due to factors such as frequent

employee turnover, diverse motivational factors among employees, and the

imperative to align employee needs with organizational objectives.

4. Operational Efficiency and Accuracy: The manager's role includes ensuring

the efficiency and accuracy of performance metrics (Grant and Yeo, 2022). It

is essential to have the ability to identify and correct inefficiencies and errors

in the operational process, especially in a complex operational environment.

These challenges can be addressed by applying the theories and techniques

described in the literature review. Business Process Redesign (BPR) is a highly

effective method for optimizing workflows and improving efficiency. It effectively

addresses concerns related to operational efficiency and accuracy (Hammer & Champy,

1994). Six Sigma can be employed to improve the quality of service delivery and reduce

errors, thereby assisting in the attainment of client program service goals and objectives

(Pakdil, F. and Pakdil, F., 2020). . The utilization of lean manufacturing principles seeks

to minimize inefficiency and optimize resource management, resulting in waste

reduction and improved efficiency (Womack and Jones, 2010). Capacity planning,

inventory management, scheduling, and quality control techniques can be utilized to

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efficiently oversee resources, ensure timely service delivery, and maintain high quality

standards.

. Addressing the Challenges

The operational challenges identified in the previous section can be resolved by

employing a blend of the theories and techniques examined in the literature review.

Below is a comprehensive analysis of the suggested remedies for the identified

difficulties:

Achieving Client Program Service Goals and Objectives

Implementing the Six Sigma methodology can improve service quality and

reduce errors in service delivery. Using the DMAIC (Define, Measure, Analyze, Improve,

Control) method of Six Sigma (Pakdil, F. and Pakdil, F., 2020). , the manager can set

clear service goals, check how well the team is meeting these goals, figure out why

there were any deviations, improve the process to get rid of these factors, and keep an

eye on the process to make sure it stays on track. Moreover, the implementation of a

performance management system can facilitate the synchronization of employee

objectives with the service goals and objectives of the organization. Furthermore,

conducting regular customer satisfaction surveys and analyzing the feedback received

can provide valuable insights into areas that need improvement (Heizer, Render, and

Munson, 2020). Data utilization can help identify specific areas of service delivery that

are underperforming and guide the development of targeted improvement strategies.

Managing call lists and data analysis

Implementing lean manufacturing methodologies, such as value stream mapping,

can enhance the oversight of call lists and data analysis. This methodology allows for
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the representation of the procedure, the recognition of activities that do not contribute

value, and their eradication to enhance effectiveness (Womack and Jones, 2010). This

system provides consistent feedback, coaching, and training opportunities to improve

employee performance and ensure their advancement towards desired service

outcomes.

Furthermore, the utilization of statistical tools in Six Sigma can expedite data

analysis and enhance data-driven decision-making (Pakdil, F., and Pakdil, F., 2020). By

utilizing lean manufacturing methodologies like value stream mapping, organizations

can identify shortcomings in their service delivery and develop targeted improvement

strategies. This approach enhances the ability to visualize the process and remove

activities that do not add value, ultimately leading to improved efficiency. In addition,

utilizing statistical tools derived from Six Sigma can improve data analysis and expedite

data-driven decision-making.

Employee Engagement, Satisfaction, and Retention

Business process redesign (BPR) principles can be utilized to revamp the

workflows and processes associated with employee management. It may be necessary

to reevaluate the methods employed to inspire, remunerate, and retain staff members,

with the objective of establishing a more captivating and fulfilling workplace atmosphere

(Hammer & Champy, 1994). By implementing Business Process Reengineering (BPR)

principles, organizations can identify specific areas where they can improve employee

engagement, satisfaction, and retention. This can lead to the development of innovative

strategies, such as flexible work schedules, professional development programs, and

performance-based incentives (Heizer, Render, and Munson, 2020). Ultimately, these

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alterations possess the capacity to create a positive work environment that fosters

employee commitment and improves efficiency.

Operational Efficiency and Accuracy

Capacity planning enables the organization to effectively allocate resources to

meet demand without exceeding its constraints, thereby ensuring operational efficiency.

Quality control techniques are employed to uphold the precision of performance metrics

through the implementation of clearly defined controls and regular monitoring to identify

any deviations (Heizer, Render, and Munson, 2020). These measures optimize

operational efficiency and accuracy by streamlining processes and minimizing errors.

Organizations can optimize their operations and ensure consistent delivery of superior

products or services by implementing capacity planning and quality control techniques.

This not only enhances customer satisfaction but also boosts employee morale by

fostering a work environment that prioritizes precision and efficiency.

Gaps, Limitations, and Future Research

When faced with operational challenges, it is essential to acknowledge the

possible shortcomings and limitations of the proposed solutions. The items encompass:

Attaining the desired outcomes and targets of the client program service

While Six Sigma provides a robust structure for improving service delivery, its

effective execution requires a significant dedication of time and resources. Furthermore,

the task of fostering a culture of ongoing enhancement and dedication throughout all

levels of the organization can be a formidable endeavor (Pakdil, F., and Pakdil, F.,
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2020). Considering the potential resistance to change and providing proper training and

education to employees are crucial factors for ensuring the successful implementation

of Six Sigma. In addition, it is essential to conduct systematic monitoring and evaluation

of the implemented solutions to detect any emerging obstacles or opportunities for

enhancement, thus ensuring the sustained achievement of the desired level of service

delivery.

Managing calls and conducting data analysis

The application of lean manufacturing techniques, such as value stream

mapping, can enhance the efficient management of call lists and data analysis.

However, applying these methods requires a deep understanding of the process and

involves a significant commitment of time and effort. Moreover, it is important to

acknowledge that these techniques may not be universally suitable for every aspect of

the operational process (Womack and Jones, 2010). It is crucial to acknowledge that

although lean manufacturing techniques can significantly enhance call management

and data analysis, their implementation should be done strategically and selectively.

Organizations should thoroughly evaluate the specific areas of their operational

processes that would derive the greatest advantages from these techniques, with the

aim of optimizing efficiency and upholding the desired level of service delivery.

Furthermore, it is imperative to conduct continuous monitoring and evaluation to

ascertain the efficacy of these techniques and guarantee ongoing enhancement. .

Employee Engagement, Satisfaction, and Retention

Implementing business process redesign (BPR) can enhance employee

engagement, satisfaction, and retention. However, due to the significant and

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transformative nature of BPR, employees may resist the changes. In addition, Business

Process Reengineering (BPR) initiatives frequently encounter obstacles such as

insufficient support from management, inadequate allocation of resources, and

ineffective communication (Hammer & Champy, 1994). These obstacles can negatively

impact employee engagement, satisfaction, and retention, as employees may feel

overwhelmed or uncertain about their roles and responsibilities during the

implementation of BPR. Therefore, it is important for organizations to address these

challenges proactively by providing clear communication, adequate resources, and

strong leadership support to ensure the success of BPR initiatives and maintain a

positive work environment.

Operational Efficiency and Accuracy

To achieve maximum operational efficiency and accuracy, it is necessary to

employ capacity planning and quality control techniques. Nevertheless, achieving this

objective requires a precise anticipation of demand and a comprehensive

comprehension of the production process (Krajewski and Malhotra, 2022). In addition,

these methodologies may not adequately account for uncertainties and fluctuations in

the business environment. Subsequent investigations in this domain could prioritize the

exploration of alternative theories and methodologies of operations management that

can adeptly tackle these limitations and restrictions. Furthermore, further inquiry could

explore the potential utilization of emerging technologies, such as artificial intelligence

and machine learning, to enhance the effectiveness of strategic operations

management (Krajewski and Malhotra, 2022). Subsequent investigations in this field

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could concentrate on examining alternative theories and methodologies of operations

management that can proficiently tackle these deficiencies and constraints.

Recommendations

Based on an analysis of the job description and the identification of the

operational challenges, the following recommendations are proposed:

 Implementing the Six Sigma methodology can improve the quality of

service delivery and reduce errors. This can aid the senior operations

manager in consistently exceeding client program service goals and

objectives.

 Implement lean manufacturing techniques: Apply lean manufacturing

methodologies, such as value stream mapping, to visually represent the

call list management and data analysis processes. Identify activities that

do not add value and eliminate them to improve efficiency.

 Utilize the principles of business process redesign (BPR) to overhaul the

workflows and processes related to employee management. This may

involve reevaluating the strategies used to motivate, compensate, and

retain employees, with the goal of creating a more engaging and satisfying

work environment.

 Implement Capacity Planning and Quality Control Techniques: Capacity

planning can be used to ensure that the organization has the necessary

resources to meet demand without exceeding its capacity. Quality control

techniques are employed to maintain the accuracy of performance metrics

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by implementing well-defined controls and regularly monitoring for any

deviations.

Conclusion

In essence, the role of Senior Operations Manager at IBEX Global involves a

wide range of responsibilities and requires a diverse set of skills and qualifications. The

operational challenges associated with this role can be overcome by implementing

various theories and techniques of strategic operations management, including

business process redesign (BPR), Six Sigma, and lean manufacturing. However, these

solutions also have inherent shortcomings and limitations, highlighting the need for

further research in this field. The Senior Operations Manager is capable of efficiently

supervising operations, attaining client program service goals and objectives, and

upholding high levels of employee engagement, satisfaction, and retention by

implementing the recommended solutions and consistently striving for enhancement.

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References

Grant, D. and Yeo, B., 2022. A business process reengineering method. Issues in

Information Systems, 23(1).

Hammer, M. and Champy, J., 1994. Reengineering the corporation: A manifesto for

business revolution. New York. Harper Collins, 1993. 233 pp.

Heizer, J., Render, B. and Munson, C., 2020. Operations management: sustainability

and supply chain management. Pearson.

Krajewski, L.J. and Malhotra, M.K., 2022. Operations management: Processes and

supply chains. Pearson.

Pakdil, F. and Pakdil, F., 2020. Overview of quality and six sigma. Six Sigma for

Students: A Problem-Solving Methodology, pp.3-40..

Slack, N. and Brandon-Jones, A., 2018. Operations and process management:

principles and practice for strategic impact. Pearson UK.

Womack, J.P. and Jones, D.T., 2010. Lean thinking: banish waste and create wealth in

your corporation. Simon and Schuster.

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Appendices

From: Jobs: St. Ann Senior Operations Manager Jobs - caribbeanjobs.com

Senior Operations Manager

IBEX Global

St. Ann

Not disclosed

Permanent full-time

Updated 28/12/2023

HR

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The Senior Operations Manager leads, inspires, and motivates a team of

supervisors and managers to ensure operation excellence, high employee engagement,

satisfaction and retention. The Senior Operations Manager will ensure consistence

achievement of financial and operational KPIs.

Responsibilities

Establishes and consistently meets or exceeds client program service goals and

objectives in performance, production and quality; examines root causes of issues to

achieve solutions.

Manages call lists, prepares and analyzes data and makes program changes

designed to achieve client goals.

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Regularly reviews performance and production reports to ensure that goals are

being met and meets with supervisor teams for feedback and problem solving.

Leads, guides and develops a high performance team by acting as coach and

mentor to staff.

Evaluates, writes and delivers performance appraisals that address issues,

providing coaching to motivates enhanced performance.

Develops operational client relationships.

Identifies further opportunities for process improvement.

Manages rewards and recognition programs for all programs.

Understands cost strategies, contributes to budget/expense management and

recommends solutions and changes for improving overall Contact Center financial

performance.

Evaluates quality monitoring sessions to ensure improved CSR performance.

Engages in positive relationships with clients to understand and support client

goals.

Ensures efficiency and overall accuracy of performance metrics.

Partners with others for feedback and support with those involved with client

programs, including other contact center Management, Training, Recruiting, Client

Services, Human Resources and Information Technology.

Ensures policies and procedures are communicated and followed.

Develops and participates in employee engagement activities.

May perform additional duties and responsibilities, and assist with special

projects, as assigned.
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Qualifications

Strong knowledge of customer contact center operations and internal

computer/operating systems.

Proficiency in MS Word & Excel with an emphasis on creation, design &

maintenance of spreadsheets.

Demonstrated strong interpersonal and relationship building skills, leadership

skills, strong verbal and written English communication skills.

Teamwork oriented with ability to relate to all levels of employees and clients and

to manage a large number of employees in a fast-paced, dynamic environment.

Good reasoning abilities/analytical skills, and sound judgment with ability to

made decisions within scope of authority.

Deadline-oriented, time management skills, resourceful and well organized,

excels under pressure.

Ability to demonstrate achievement of results e.g. business improvements, cost

savings, revenue generation.

Ability to build and maintain strong client relationships.

Ability translate business strategy into day-to-day delivery.