OPERATIONS MANAGER - Manpower/HR Outsourcing
Location: [City, State] - Local Candidates Strongly Preferred
Employment Type: Full-Time
Department: Operations
Reports To: Director of Operations/VP
Job Summary
The Operations Manager is a strategic leader responsible for the overall performance, scalability, and profitability of our HR outsourcing service delivery. You will lead a team of Operations Specialists, manage a significant portfolio of client accounts, and be accountable for achieving SLAs, driving operational excellence, and fostering strong client partnerships. This role requires a balance of strategic vision and hands-on management to ensure our outsourcing solutions deliver exceptional value.
Key Responsibilities
- Strategic Leadership & Team Management:
- Lead, mentor, and develop a team of Operations Specialists, fostering a culture of accountability, continuous improvement, and high performance.
- Set clear team goals, conduct performance reviews, and manage resource allocation to meet service demands.
- Develop and implement strategic initiatives to improve service delivery, expand service offerings, and enhance client retention.
- Client Portfolio & P&L Oversight:
- Own the operational and financial performance of a designated client portfolio. Monitor profitability, utilization rates, and identify growth opportunities within existing accounts.
- Serve as the escalation point for complex client issues, ensuring swift and effective resolution to maintain high client satisfaction (CSAT) and Net Promoter Scores (NPS).
- Lead quarterly business reviews (QBRs) with key clients, presenting performance metrics, strategic insights, and value-add recommendations.
- Process Excellence & Compliance Governance:
- Design, standardize, and optimize end-to-end operational processes for scalability, efficiency, and risk mitigation.
- Ensure absolute compliance with all co-employment regulations, wage & hour laws, benefits administration rules, and client contract terms. Own the relationship with legal/compliance counsel on operational matters.
- Oversee the integrity of data across HRIS and payroll systems. Implement quality control checks and audit protocols.
- Vendor & Technology Management:
- Manage relationships with key technology vendors (HRIS, ATS, VMS) and outsourcing partners.
- Evaluate and recommend new technologies or platforms to enhance operational capabilities.
- Collaborate with IT on system implementations, integrations, and upgrades.
- Reporting & Business Intelligence:
- Develop and present executive-level dashboards and reports on operational KPIs, financial performance, and market trends to senior leadership.
- Use data analytics to forecast trends, identify cost-saving opportunities, and inform strategic decision-making.
Qualifications & Experience
- Education: Bachelor’s degree required; MBA or Master’s in HR/Operations Management highly preferred.
- Experience: Minimum of 6-8 years of progressive experience in operations management, with at least 4+ years in a leadership role within the staffing, PEO, or HR/Business Process Outsourcing industry.
- Proven Track Record:
- Demonstrated success in managing large-scale, multi-client operations with P&L responsibility.
- Experience in designing and implementing process improvements that resulted in measurable cost savings or efficiency gains.
- Strong background in client relationship management and business development support.
- Leadership & Skills:
- Inspirational leader with proven ability to build, motivate, and develop high-performing teams.
- Exceptional strategic thinking, financial acumen, and analytical skills.
- Outstanding communication, negotiation, and presentation skills, capable of engaging with both C-level executives and frontline employees.
- Deep expertise in employment law, compliance, and risk management within a co-employment model.
- Proficiency in advanced HRIS systems and business intelligence tools.
