Operations Manager

Operations Manager | Guyana

Reporting to: Group Managing Director

Schedule: Full time OR rotational schedules will be considered

Operations Management

• Develop and implement efficient operational processes and procedures to optimise productivity and ensure seamless day-to-day operations for each client you are assigned responsibility for.

• Monitor and evaluate operational performance metrics, identifying areas for improvement and implementing corrective actions as needed.

• Collaborate with cross-functional teams to streamline processes, enhance efficiency, and resolve operational challenges.

• Maintain a strong focus on quality control, ensuring compliance with industry standards and regulations including but not limited to ISO.

• Play an active role with emergency response planning.

• Conducting regular audits of contractor files to ensure compliance.

• Ensure all projects are comprehensively updated within assigned project management tools.

Account Management & Sales

• Serve as the main point of contact for assigned clients, building, and maintaining strong relationships to ensure high levels of customer satisfaction.

• Ensure the effective utilisation of the Monday CRM (Customer Relationship Management) system to manage and track customer interactions, sales activities, and account management tasks.

• Understand client needs, objectives, and business goals, and align company resources to meet and exceed their expectations.

• Analyse CRM data and generate reports to provide insights into sales performance, account trends, and opportunities for improvement providing management with quarterly reports of findings.

• Conduct regular account reviews and strategic planning sessions with clients to identify opportunities for growth submitting monthly reports to management.

• Actively identify and pursue sales opportunities within assigned client accounts.

• Collaborate with Business Development team to develop and execute account-specific sales strategies and initiatives.

• Handle customer escalations and resolve issues promptly, providing exceptional customer service throughout the account lifecycle.

Contractor Team Management

• Act as the main liaison for the company's team of contractors, ensuring effective communication and coordination between the contractors and internal teams.

• Provide comprehensive onboarding / orientation to new contractors.

• Provide guidance and support to contractors, ensuring they have the necessary resources and information to perform their roles effectively.

• Monitor contractor performance and address any performance or quality issues, providing feedback and implementing necessary corrective actions.

• Implement strategies and initiatives to improve contractor retention rates, ensuring high levels of contractor satisfaction.

• Work closely with a team of recruiters to fill new roles and replace contractors who leave, ensuring a smooth transition and minimising disruptions to client operations.

Recruitment & Talent Management

• Collaborate with the recruitment team to identify staffing needs and develop recruitment strategies to attract top talent for new positions for clients.

• Interview and evaluate candidates, ensuring they meet the required qualifications and align with the client requirements.

• Participate in the selection and onboarding process for new hires, ensuring a smooth transition and integration with each client.

• Develop and implement retention strategies to enhance contractor satisfaction and minimise turnover.

• Conduct regular performance evaluations and provide feedback to team members, identifying areas for growth and development.

• Ensure proper utilisation of applicant tracking systems e.g., Bullhorn

Team Leadership

• Lead and motivate a team of operations and recruitment professionals, fostering a positive and collaborative work environment.

• Provide guidance, coaching, and support to team members, ensuring they have the resources and training needed to excel in their roles.

• Set performance goals and objectives for the team, conducting regular performance evaluations and providing constructive feedback.

• Foster a culture of continuous improvement, encouraging innovation and identifying opportunities to enhance operational and account management processes.

• Ensuring that all team members are appropriately using applicable systems e.g. Onboard Tracker, Bullhorn and Monday.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field. A Master’s degree is a plus.

• Professional certifications in Operations Management, Project Management (e.g., PMP), or Quality Management (e.g., Six Sigma) are highly desirable.

• Knowledge of industry standards and regulations, including ISO.

Experience

• Minimum of 10 years of professional experience in operations management, with at least 3 years of direct exposure to the Oil & Gas industry.

• Proven track record of managing large-scale projects and cross-functional teams.

• Experience in client relationship management, including handling customer escalations and delivering exceptional customer service.

• Strong background in quality control, compliance, and operational performance metrics.

• Demonstrated experience in utilizing CRM systems (e.g., Monday, Bullhorn ATS) and project management tools (e.g., Onboard Tracker).

Skills

• Excellent leadership and team management skills, with the ability to motivate and develop team members.

• Strong analytical and problem-solving abilities, with a focus on continuous improvement and operational efficiency.

• Exceptional communication and interpersonal skills, capable of building and maintaining strong client relationships.

• Proficiency in data analysis and reporting, with the ability to generate actionable insights and strategic recommendations.

• Effective organizational and time management skills, with the ability to manage multiple projects and priorities simultaneously.

• High level of adaptability and resilience, with the capacity to thrive in a fast-paced and dynamic environment.

• Strong understanding of the Oil & Gas industry, including knowledge of industry-specific operational processes and challenges.

• Ability to work collaboratively with cross-functional teams and stakeholders to achieve common goals.

Additional Competencies

• Proactive and results-oriented mindset, with a commitment to excellence and client satisfaction.

• Strong ethical standards and integrity, with a focus on compliance and regulatory adherence.

• Innovative and strategic thinker, with the ability to identify and implement process improvements.

• High level of cultural sensitivity and the ability to work effectively in a diverse environment.

Responsible for (See above for greater detail):

• Operations Management

• Account Management & Sales

• Contractor Team Management

• Recruitment & Talent Management

• Team Leadership