Operations Manager

Job Description

Award Global Group is seeking an experienced, strategic, and results-driven Operationa Manager to lead and oversee its Kathmandu operations. This is a senior leadership role responsible for driving business growth, operational excellence, team performance, and organisational development across multiple functions.

The ideal candidate will bring a strong executive mindset, proven leadership capabilities, and substantial experience in operations management, business development, and BPO or outsourcing operations. The successful candidate will play a key role in strengthening the company's presence in Nepal, establishing scalable business processes, and ensuring alignment with the group's global vision and objectives.

Key Responsibilities

1. Strategic Leadership & Operational Management

• Lead the overall operations of the Kathmandu office, ensuring seamless coordination and effective performance across all departments.
• Develop and implement local business and operational strategies aligned with the group's global objectives.
• Establish and improve operational systems, SOPs, workflows, and performance management frameworks.
• Oversee budgets, operational costs, and resource allocation to maximise efficiency and productivity.
• Report directly to the Managing Director on business performance, operational challenges, and growth opportunities.

2. Departmental & Team Leadership

• Oversee HR, recruitment, the WFG telemarketing team, and other operational functions.
• Establish clear KPIs, accountability structures, and performance tracking systems for all departments.
• Drive employee engagement, recruitment, retention, performance management, and compliance.
• Monitor telemarketing performance, sales conversions, team productivity, and campaign effectiveness.
• Mentor department heads and team leaders to strengthen leadership capabilities and organisational performance.

3. Business Growth & Development

• Identify and pursue business development opportunities to expand the company's operations in Nepal.
• Lead the establishment, development, and expansion of the group's outsourcing division, particularly in credit and financial services.
• Drive the growth of BPO operations in Kathmandu, ensuring operational efficiency and service delivery excellence.
• Monitor revenue targets, business performance, and operational KPIs, implementing corrective measures when necessary.
• Develop strategic partnerships and contribute to the group's long-term growth and market expansion.

4. People, Culture & Organisational Development

• Promote and maintain Award Global Group's culture, values, ethics, and professional standards.
• Build a high-performance culture focused on accountability, ownership, collaboration, and continuous improvement.
• Ensure effective communication and alignment across departments and teams.
• Develop talent and build a strong leadership pipeline to support sustainable business growth.

5. Stakeholder Management & Compliance

• Act as the primary liaison between the Kathmandu office and the group's global leadership.
• Maintain strong relationships with internal and external stakeholders, business partners, and relevant organisations.
• Ensure compliance with Nepal's labour laws, applicable local regulations, company policies, and governance standards.
• Identify operational risks and implement appropriate mitigation strategies to protect business interests.

6. Continuous Improvement & Innovation

• Identify opportunities to improve operational efficiency, productivity, and service quality.
• Introduce innovative tools, technologies, and industry best practices to enhance business performance.
• Regularly evaluate business processes, organisational structures, and resource utilisation to ensure scalability and sustainable growth.

Job Specification

Qualifications & Experience

• Bachelor's degree in Business Administration, Management, Human Resources, Finance, or a related field. A Master's degree or MBA will be an advantage.
• 8–10 years of progressive leadership experience in operations, business management, BPO, shared services, outsourcing, or service-based industries.
• At least 5 years of experience in a senior leadership position, such as Country Manager, General Manager, Operations Director, or Head of Operations.
• Proven experience managing multifunctional teams, including HR, recruitment, sales, telemarketing, customer service, or BPO operations.
• Demonstrated success in driving business growth, operational efficiency, and organisational performance.
• Experience working with international stakeholders and reporting directly to executive leadership.
• Previous experience establishing, managing, or scaling BPO or outsourcing operations, preferably in credit or financial services, will be highly desirable.
• Strong knowledge of operational frameworks, SOPs, governance structures, budgeting, and performance management systems.

Required Skills & Competencies

• Strategic thinking and executive-level decision-making.
• Strong leadership, people management, and team development skills.
• Excellent business development, negotiation, and stakeholder management abilities.
• Strong financial acumen and operational problem-solving skills.
• Excellent communication, interpersonal, and organisational skills.
• Ability to manage multiple departments and deliver results in a fast-paced environment.
• High levels of accountability, integrity, adaptability, and commercial awareness.

Note: No salary bar for deserving candidates.

Required Skills

• Communication
• Customer Service
• Interpersonal Skills
• Customer Relationship Management
• Attention to Detail

About the Company

Award Global, founded in 2005, is a group company with five offices in Australia, China, and the Philippines. We integrate real estate development and sales, property management, financial services, and international remittance.

Since our inception, Award Global has provided comprehensive financial services to various clients, including Chinese Australians, international students, and individuals overseas. Our services cover home loan financing, real estate investment advice, fund and wealth management products, business investment solutions, property management, and foreign exchange transfers. With a wealth of local experience in real estate development, we also offer project development and trusteeship services for high-value investors.

Over the past 19 years, Award Global has operated with the corporate ethos of "Integrity-Based, Diligence-Oriented." We have established 24 branches in major cities such as Sydney, Melbourne, Brisbane, Canberra, Adelaide, Perth, and other locations, with our services extending across all regions of Australia and New Zealand.

We hold a leading market share in the mortgage broking industry, with total cumulative settlements exceeding $20 billion—a figure expected to grow. Our standardized management approach and high-quality customer service have made us the largest one-stop financial service group in Australia, dedicated to helping you settle down and purchase property in the country.