Job Purpose

The Country Operations Manager assists countryMD and management team to achieve business targets and ensure a high standard of operational readiness for smooth delivery of services by various teams.   

The role will be responsible of operational imperatives in BAU and drive regional and/or country specific projects under Target Operating Model (TOM). 

Duties and responsibilities

• Provide day-to-day leadership and management that mirror the mission and core values of TMF Group
• Support country MD and management team to achieve and surpass business objectives such as sales, profitability, client satisfaction and employee engagement etc.
• Drive a culture of performance management and engrain continuous improvement in daily work
• Entitle to implement and maintain ISO/ISAE accreditation, or any other operational standard
• Help management team develop and implement TOM - Processes, System and Personnel  to accommodate the rapid growth objectives

1) Process

• Continually identify and act, in collaboration with service teams on new ways to improve efficiency from lead to revenue to increase the profitability of business
• Identify and address risks during service delivery to ensure Clients Service Level Agreements are being met and maintained
• Drive standardization wherever possible to ensure consistent quality and client experience  
• Improve client relationship and retention by identifying and addressing service issues

2) System

• Constantly review the application and tool usage with service teams; ensure proper tools are used to fulfil client delivery and internal efficiency
• Identify opportunities of automation and help service team implement new system or tool if needed

3) Personnel

• Evaluate the effectiveness of personnel structure together with management team as business grows
• Come up with proposal to optimize resource utilization and achieve cost efficiency
• Define and execute the workforce and workflow planning together with department head

• Manage the contract and relationship with vendors; constantly evaluate risks and come up with mitigation plan
• Responsible for a smooth running of office admin, ensure the guideline of Business Contingency Management is followed and well executed
• Assist in operational evaluation of M&A opportunities, lead integration project if needed.
  

Job Specific Requirements

• University degree in Accounting/ Finance/ Economics or related discipline; MBA or Post graduate qualifications are preferred
• Practical understanding of business operational development with experience overseeing overall operations
• Tracked record of initiating and implementing transformational initiatives in multinational organization; preferably with Lean Six Sigma, Project Management, or Change Management qualification
• Outstanding inter-personal skills and demonstrated ability to network at all levels of business to foster a dynamic leadership team
• Able to effectively work in a matrix organization and influence stakeholders with good communication skills
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions
• Demonstrated resourcefulness in setting priorities and guiding investment in people and systems
• At least 8 years of experience in Professional Services or Accounting Firm/ Transactional Banking industry or relevant experience, out of which 3 years in a management capacity

 Key Results Areas 

• Quality, Cost, Client and Growth

Key Performance Indicators

Drives delivery of the operations strategy; ensuring alignment to and support of TMF growth ambitions through delivering improvements related to:

• Efficiency
• Margin
• Quality
• Client satisfaction
• Employee satisfaction