Job Title: Operations Manager

Job Summary

The Operations Manager is responsible for overseeing the company's day-to-day operations, ensuring the efficient delivery of IT staffing, talent acquisition, and staff outsourcing services to clients. The role involves coordinating employees and contractors, managing client relationships, monitoring service delivery, supporting recruitment and placement activities, and ensuring that operational processes are efficient, compliant, and aligned with company objectives.

The Operations Manager serves as a key link between management, clients, outsourced personnel, recruitment teams, and administrative functions.

Key Responsibilities

Operations Management

• Oversee the daily operations of the company and ensure activities are completed efficiently and on schedule.
• Develop, implement, and improve operational policies, procedures, and workflows.
• Monitor operational performance and identify opportunities to improve efficiency and reduce costs.
• Ensure proper documentation and maintenance of operational records.
• Prepare regular operational reports for management.

Client & Account Management

• Serve as a primary operational contact for assigned clients.
• Maintain strong relationships with clients and ensure their staffing and service requirements are being met.
• Coordinate client requests, staffing needs, replacements, extensions, and changes in personnel.
• Monitor client satisfaction and address operational concerns promptly.
• Participate in client meetings, service reviews, and contract discussions as required.

Staff Outsourcing & Workforce Management

• Oversee the deployment and management of outsourced employees assigned to client organizations.
• Ensure employees understand their roles, responsibilities, work schedules, and client requirements.
• Monitor attendance, performance, productivity, and compliance.
• Coordinate onboarding, offboarding, employee transfers, replacements, and contract extensions.
• Work with HR and recruitment teams to address staffing gaps and urgent vacancies.
• Maintain an accurate database of deployed employees, contractors, assignments, and contract dates.

Recruitment & Talent Coordination

• Work closely with recruitment and talent acquisition teams to fulfill client staffing requirements.
• Review staffing requests and assist in determining appropriate recruitment strategies.
• Monitor recruitment pipelines and placement timelines.
• Coordinate interviews, candidate submissions, offers, onboarding, and placements.
• Ensure candidates presented to clients meet the required technical and professional qualifications.

IT Services & Technical Operations

• Coordinate the delivery of IT staffing and technology-related services.
• Work with technical teams to ensure resources assigned to clients have the necessary skills, equipment, access, and support.
• Monitor IT project and service delivery where applicable.
• Escalate technical or operational issues that may affect client service delivery.

Employee Performance & Support

• Conduct regular check-ins with outsourced employees and contractors.
• Monitor employee performance and address operational concerns.
• Coordinate performance reviews and provide feedback to management.
• Assist with resolving workplace issues between employees and clients.
• Identify training and development needs.

Payroll & Administrative Coordination

• Work closely with Finance/Accounting to ensure accurate and timely payroll information for outsourced personnel.
• Verify timesheets, attendance records, overtime, leave, and other payroll-related information.
• Assist with invoicing clients based on contractual staffing arrangements.
• Monitor outstanding client documentation and operational requirements.

Compliance & Risk Management

• Ensure operations comply with company policies, client agreements, employment requirements, and applicable laws and regulations.
• Maintain proper employee and client documentation.
• Monitor contract expiration dates, certifications, work authorizations, and other required documentation.
• Identify operational risks and recommend appropriate corrective measures.

Business Development Support

• Assist management with identifying new staffing and outsourcing opportunities.
• Support preparation of proposals, quotations, staffing plans, and service agreements.
• Provide operational input into new client opportunities and contract negotiations.
• Assist with developing new outsourcing services and improving existing offerings.

Reporting & Performance Monitoring

• Develop and maintain operational KPIs and performance reports.
• Track metrics such as:
  • Employee utilization
  • Staff retention
  • Time-to-fill vacancies
  • Client satisfaction
  • Employee attendance
  • Placement success
  • Contract renewals
  • Revenue and profitability by account
• Present regular reports and recommendations to senior management.

Key Performance Indicators (KPIs)

The Operations Manager may be evaluated based on:

• Client satisfaction and retention
• Timely fulfillment of staffing requests
• Employee retention and engagement
• Staff attendance and performance
• Recruitment and placement turnaround time
• Accuracy of operational and payroll information
• Contract renewal rate
• Revenue growth from managed accounts
• Reduction in operational issues and service disruptions
• Compliance with company and client requirements

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Human Resources, Information Technology, or a related field.
• 5+ years of experience in operations, staffing, recruitment, IT services, outsourcing, or a related industry.
• Experience managing employees, contractors, or outsourced personnel.
• Experience working directly with corporate clients.
• Strong knowledge of business operations and workforce management.
• Experience with Microsoft Office/Google Workspace and business management systems.
• Experience with HR, payroll, CRM, project management, or staffing platforms is an asset.

Required Skills & Competencies

• Strong leadership and people-management skills
• Excellent organizational and time-management abilities
• Strong communication and interpersonal skills
• Client relationship management
• Problem-solving and decision-making
• Negotiation and conflict-resolution skills
• Ability to manage multiple clients and projects simultaneously
• Strong attention to detail
• Ability to work under pressure and meet deadlines
• Analytical and reporting skills
• Understanding of IT and technology staffing
• Business development and commercial awareness

Ideal Candidate

The ideal candidate is a hands-on operations professional who understands both technology and people management. They should be comfortable managing clients, coordinating outsourced employees, working with recruiters and technical teams, monitoring performance, resolving operational problems, and reporting directly to senior management.

In an IT and staff outsourcing company, this position should essentially be the person who makes sure that the right people are in the right roles, clients are satisfied, employees are supported, and the company's operations run smoothly.