Operations Manager

Job Description

About Us

Award Global, established in 2005, began as a mortgage business and has since evolved into a one-stop service provider in Australia. Our group and associated companies deliver a wide range of services, including:

• Fund Management
• Property Development, Sales & Management
• Mortgage Broking & Wholesale Lending
• Legal & Immigration Services
  
  

We are committed to building a multicultural brand that stands for exceptional results, quality, integrity, and premium customer service.

At Award Global, we believe the key to success is our people. We continuously coach, support, and empower our team to achieve their best.

Key Responsibilities

Strategic Leadership & Oversight

• Act as the operational engine of the Kathmandu office, ensuring seamless day-to-day functioning across all departments.
• Serve as the primary leader of Award Global Kathmandu, operating with a CEO mindset to drive business growth, operational excellence, and organisational performance.
• Directly report to the Managing Director of Award Global Group, providing regular updates on business performance, challenges, and opportunities.
• Develop and execute local operational strategies aligned with Award Global Group’s global vision and objectives.
  
  

Operational Management

• Oversee the entire Kathmandu office, ensuring all departments are performing effectively and efficiently.
• Continuously assess workflows and implement improvements to optimise productivity and reduce operational gaps.
• Build and maintain robust operational systems, SOPs, and processes that scale with business growth.
• Manage budgets, operational costs, and resource allocation to ensure financial discipline and efficiency.
  
  

Department Oversight

• Provide direct leadership and performance oversight for:
• Human Resources (HR) – recruitment, employee engagement, retention, performance management, and compliance.
• WFG Telemarketing Team – sales performance, conversion rates, team productivity, and outbound campaign effectiveness.
• Ensure each department has clear KPIs, accountability structures, and performance tracking systems.
• Foster collaboration and alignment between departments to achieve unified business outcomes.
  
  

People & Culture Leadership

• Champion and protect the Award Global company culture, ensuring it is deeply embedded in all aspects of the Kathmandu office.
• Ensure cultural alignment with Award Global Group’s values, ethics, and professional standards.
• Drive a high-performance culture focused on accountability, ownership, and continuous improvement.
• Mentor and develop team leaders, building a strong leadership pipeline within the organisation.
  
  

Business Growth & Performance

• Identify and drive business development opportunities within the local market.
• Monitor key business metrics, analyse performance trends, and implement corrective actions where required.
• Spearheaded the establishment and leadership of the outsourcing division focused on credit and financial services, successfully launching and expanding BPO operations in Kathmandu for Award Global Group, driving operational efficiency and service delivery excellence.
• Ensure revenue targets, operational KPIs, and growth objectives are met or exceeded.
• Support strategic partnerships and contribute to the expansion of Award Global’s presence in Nepal.
  
  

Stakeholder Management

• Act as the key liaison between the Kathmandu office and global leadership.
• Maintain strong communication with internal stakeholders, ensuring alignment across all levels of the business.
• Represent Award Global Kathmandu in external engagements, partnerships, and business forums when required.
  
  

Compliance & Risk Management

• Ensure the office operates in full compliance with local regulations, labour laws, and company policies.
• Identify operational risks and implement mitigation strategies to safeguard the organisation.
• Maintain governance standards consistent with Award Global Group expectations.
  
  

Continuous Improvement & Innovation

• Drive innovation across operations, including adoption of new tools, technologies, and best practices.
• Encourage a mindset of continuous improvement and operational excellence across all teams.
• Regularly review systems, processes, and team structures to ensure scalability and efficiency.
  
  

Experience

• Degree in Business Administration, Management, Human Resources, Finance, or a related field (Master's degree/MBA preferred).
• 8-10 years of progressive leadership experience in operations, business management, BPO, shared services, outsourcing, or service-based industries.
• Minimum 5 years in a senior leadership role such as General Manager, Country Manager, Operations Director, Head of Operations, or equivalent.
• Demonstrated experience managing multi-functional teams, including HR, Recruitment, Sales, Telemarketing, Customer Service, or BPO operations.
• Proven track record of driving business growth, operational efficiency, and organisational performance.
• Experience working with international stakeholders and reporting directly to executive leadership or board-level management.
• Previous experience establishing, scaling, or leading outsourcing/BPO operations is highly desirable.
• Proven success in implementing operational frameworks, SOPs, governance structures, and performance management systems.
  
  

Skills: office,outsourcing,leadership,bpo,continuous improvement,operations,management,oversight