Operations Manager

Our client is seeking an Operations Manager to lead the coordination and management of all operational channels, ensuring consistent and efficient service delivery across all touchpoints. This role involves overseeing resources, ensuring compliance with established standards, engaging with key stakeholders, and driving continuous improvement in operational processes. The successful candidate will also be responsible for maintaining the safety and functionality of operational hubs, managing assigned staff in collaboration with the Head of Operations and other senior leaders, and contributing to strategic decisions through data analysis and reporting.

Responsibilities

• Manage the day-to-day operations of all service channels to ensure efficient and effective service delivery.
• Ensure the availability and optimal use of human resources, IT systems, and other operational tools and develop action plans to address any identified gaps.
• Collaborate closely with head office personnel to ensure alignment with established quality standards and operational procedures.
• Design, implement, and regularly review operational policies and workflows to improve efficiency and support seamless service delivery.
• Proactively identify and resolve issues that may impact the quality of customer service.
• In coordination with the Head of Operations and other Operations Managers, oversee staff management and assignment across hubs.
• Ensure all hubs comply with Health and Safety regulations.
• Supervise the maintenance and general upkeep of hubs to maintain a safe, clean, and welcoming environment.
• Collect, analyze, and interpret operational data and statistics from all service channels using relevant software tools.
• Prepare and submit reports and documentation as requested by senior management to support strategic decision-making.
• Represent the Agency in both internal and external meetings, as delegated by Senior Management.
• Uphold a high level of confidentiality appropriate to the role, while ensuring all relevant information is shared with management in accordance with confidentiality protocols.
• Participate in training and development programs to foster continuous professional growth.

Requirements

• Proficient in both Maltese & English
• MQF Level 5 in Business Administration or Management with 3 years experience OR MQF Level 6 in Business Administration or Management with 1 year experience
• Demonstrates a strong willingness to learn and grow professionally
• Highly task-oriented with a positive, can-do attitude
• Analytical and data-driven in approach
• Committed to delivering excellent service
• Proficient in Microsoft Excel
• Ideally experienced in a decision-making or leadership role

Benefits

• Work-life balance & Flexibility
• Annual increments & allowances
• Performance bonus

Job Reference: GG476