Office Manager

Role Summary:

Highly proactive and dynamic professional with a natural curiosity and a strong drive to take initiative. A people-oriented team player who leads with empathy, emotional intelligence, and clear communication. Skilled at anticipating challenges and resolving issues before they escalate. Quick-thinking, resourceful, and adaptable in our fast-paced environment.

This role will act as the operational anchor for our Team, owning reporting, performance tracking, forecasting workflows, and cross-functional coordination with leadership and stakeholders.

Primary Job Responsibilities

Operations Management

* Manage the daily functions of the business.
* Establish and maintain business standards for accuracy, productivity, and reliability.
* Prepare monthly, quarterly, and annual performance reviews and reevaluate processes.
* Meet contract service key performance measures.
* Ensure regulatory, compliance, and legal rules are followed.
* Manage budget to align with goals of business.
* Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions.

People Management

* A role model for the team.
* Make sure key performance indicators for the team are met.
* Monitor performance and implement performance management tools to ensure continuous feedback (one-on-ones, performance dialogue).
* Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-to-end role.
* Set and supervise development plans for teams & individuals.
* Improve team productivity period over period.
* Set team & individual targets.
* Manage team attrition.
* Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources.
* Maintain team technical proficiency and productivity, and provide technical training where required.
* Set SMART goals and targets for the planning teams and ensure their alignment and integrity with the strategic directions of the departments.
* Identify required resources and skill sets/competencies required to carry out unit plans successfully.
* Balance and monitor the workload distribution to match the business needs and team capabilities.
* Promote cross-training and knowledge sharing between the team members, and prepare a professional development action plan for team members.
* Provide formal and informal performance feedback on an ongoing basis.
* Use all available measures to push continuous improvement to a high customer satisfaction level.
* Map operations processes to client satisfaction indicators.

Requirements:

* English Proficiency of C1, with a second language (French) being a plus.
* Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Project).
* 2+ years of experience in the same field.
* Proven 1-year experience as an Operations Manager or equivalent title is a plus
* Previous project management experience is a plus.
* Administrative competency and attention to detail
* Highly proactive, resourceful, emotionally intelligent, and thrives in fast-paced environments

Preferred Attributes:

* Familiarity with CRM systems (e.g., Salesforce, HubSpot) and other sales/ops tools
* Familiarity with AI tools is a plus.
* Experience in high-growth, tech-forward, or consulting environments

Comfortable working with ambiguity and rapidly shifting priorities