Sr. Manager Operations Excellence

OpSec Security is a renowned global leader in providing comprehensive anti-counterfeiting and brand protection solutions, spanning physical, digital, and online domains. With around 1,000 employees and operational bases in key locations such as the USA, UK, and additional sales and support offices in the EU and the Far East, OpSec is experiencing rapid growth. Their ambitious agenda includes seizing significant marketing opportunities, indicating their readiness to capitalize on their strengths and expand further in the industry.

Position Summary & Objective

The Senior Manager, Operations Excellence, identifies, develops and implements transformational business improvement initiatives globally that resolve current challenges and establishes structured techniques for executing improvements, creating a culture of critical thinking, innovation and success.

Essential Functions Performed by the Position

Work with the Director of Analyst Operations and Sr. Manager, Process & Training to define and develop the infrastructure needed to bring best practices in service operations, service model design, process optimization, and customer services for managed service operations

Working closely with cross functional teams in Engineering and Product, create a prioritized and balanced portfolio of improvement initiatives with logical categorization, themes, and reward/risk/time characteristics

Define practical implementation plans for improvement initiatives that combine pragmatic solutions, prototyping, de-risking, and rapid results

Regularly report on the progression of initiatives, ensuring the integrity of target outcomes/benefits and resolving issues and risks quickly

Identify and generate the data required to evaluate and improve analyst team performance, and enable clear and consistent reporting of system data

Drive the execution of improvement initiatives, adoption of new operational practices and ongoing culture of success through direct influence of diverse stakeholders

Knowledge, Skills and Abilities

Ability to apply recognized structured problem-solving techniques, particularly in operational process contexts and service environments

Practical knowledge of root cause analysis, value stream analysis/mapping, hypothesis/issue-based analysis, and operating model design

Understanding of service management and service operations principles and methods, such as the hourglass model, ITSM, and ITIL

Practical knowledge of process principles and re-engineering e.g. how processes start/end with customers, results-oriented not process-oriented

Ability to model, prototype, and evaluate alternative solutions and demonstrate the respective costs, benefits, and risks of alternative options

Strong business case development skills and ability to clearly present quantitative and qualitative rationale for improvement and change

Proven ability to lead cross functional and virtual teams, with highly advanced influencing skills and practical working practices

Highly self-motivated and resilient, able to work autonomously and in challenging environments that may be resistant to change

Exceptional interpersonal and communication skills, as adept at working with front-line operational teams as with executive leaders

Ability to apply strong project management and reporting disciplines, including agile ways of working and addressing ambiguity

Required Education and Experience

Bachelor’s degree in business administration, engineering, or related discipline

10 years’ experience in operations management, process improvement or related field

Experience in leading consultancy and/or in corporate roles in managed service businesses/service operations preferred

Proven track record of leading and executing successful process improvement initiatives

Demonstrated ability to influence and lead change at all levels of an organization

Excellent analytical and problem-solving skills

Strong project management skills

Required Skills:

Advanced Excel Knowledge

Power BI Experience

Project Management Experience

Preferred Skills:

Dashboard Design Experience

Intermediate JIRA Knowledge

Product Development Experience

Experience as Liaison between Product and Engineering

Database/Data Warehouse Experience

OpSec Security is a well-established and recognized global leader in the provision of physical, digital and online anti-counterfeiting and brand protection solutions. Employing approximately 1,000 colleagues it operates from multiple locations including business hubs in the USA, UK and has other sales and support offices in the EU and the Far East. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities.

It is the policy of OpSec Security to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.