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The Role The HRSS Operations Manager has a mission to ensure that day-to-day HR outsourced services for the client in-country are delivered according to the contract in terms of timeliness, quality and in line with the agreed service levels. Delivery Key responsibility: 1. Manages and follows-up on the day-to-day local operations to ensure local service delivery happens as agreed -Manages the scope of the contract and ensures SLAs are met -Provides day-to-day leadership and coaching to Subject Matter Experts -Assists in determining work priorities in accordance with the workload, deadlines and change requests -Measures and follows up on the Subject Matter Experts performance (including analysis of trends and causes) and identifies opportunities for improvements when it comes to timeliness, responsiveness, accuracy and control -Handles complex tickets escalated by the Subject Matter Experts -Monitors Tier 1 service delivery 2. Leads ticket reviews 3. Defines priorities -Approves transports requests to the production system 4. Provides support to the local service delivery manager -Prepares and participates in regular local service delivery meetings with the client -Looks after gaps and needs for improvement and improves services together with local team and Local Service Delivery Manager -Manages operational issues: analyses root causes and remediation 5. Prepares and submits local change request and ensures proper delivery -Assists with change request process, discusses and approves change request -Monitors delivery of change requests -Submits monthly reports on Change Requests and Direct Service Changes for invoicing 6. Prepares the local operational calendars 7. Captures operational local reports -Prepares incident report and analyses root causes and remediation -Prepares local operational statistics and submits them to the local service delivery manager for SLA reporting 8. Provides the team staffs with clear objectives, direction and support to ensure that KPI’s are being met and sustained, Communicate clearly and effectively with the team and ensure team members have the appropriate level of support and direction required to achieve their objectives 9. Ensure compliance and regulatory standards are met You have: -5 to 10 years management experience -Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, -Motivation and staff development skills including the ability to act as a role model within the organization. -Ability to demonstrate innovation and good judgement / problem solving skills when making decisions. -Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources. -Ability to coach, develops action plans, which maximize performance and provide effective feedback. Proven ability to analyze and improve work processes and policies It would be better if you also have: -Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills. -Must have proficiency with various software applications programs including Microsoft Word, and Excel. Location Dalian Software Park