In NEO we are looking for an Operations Lead who:

Own the day-to-day monitoring, governance, and improvement of operational performance across key customer journeys.
The role is responsible for ensuring that customer journeys operate within defined service levels, identifying performance gaps and operational risks, conducting root-cause analysis, and driving cross-functional improvement initiatives to improve journey health, service quality, operational efficiency, and customer experience.

Key Responsibilities:

Journey Performance Management
Monitor end-to-end journey performance and key operational KPIs.
Track SLA achievement, journey health, and performance trends.
Identify performance gaps, bottlenecks, and emerging risks.

Operational Excellence & Quality:
Conduct root-cause analysis for delays, errors, cancellations, and rework.
Perform operational audits and quality reviews.
Identify and prioritize process improvement opportunities.

Technical Skills:
Process Management & Improvement Execution
Maintain and improve operational processes across priority journeys.
Manage and prioritize the Journey Improvement Backlog.
Coordinate improvement actions and track their impact across relevant teams.

Technical Competencies:

Strong Ownership & Follow-through
Critical Thinking & Problem Solving
Detail Orientation
Cross-functional Collaboration
Result Orientation