Yellow Pages (Malta) Ltd.’s position as an industry leader is inherently tied to the strength of its team and their expertise.

As we embark on expanding our team, we acknowledge the critical role an Operations Manager plays within this framework. The role of the Operations Manager for the Fulfilment Team will be integral in supporting the Fulfilment and Sales Departments. This position is essential for ensuring that the Fulfilment Team operates efficiently and effectively.

Job Category: Fulfilment

Job Title: Operations Manager – Fulfilment Team

Employment Type: Full-Time

Role Overview

We are seeking an experienced and dynamic Operations Manager to lead our Fulfilment Team. This team is responsible for delivering high-quality client orders on time while maintaining exceptional standards in customer satisfaction. The Operations Manager will oversee the fulfilment process, manage team performance, and ensure seamless collaboration between all team members and other Departments.

Key Responsibilities

Team Leadership and Management

• Oversee and manage the Fulfilment Team, including content writers, graphic designers, proofreaders, and the Fulfilment Administrator.

• Support and guide the Customer Success Executive to maintain strong client relationships and ensure customer satisfaction.

• Set clear performance expectations, provide regular feedback, and foster a collaborative team environment.

Operational Excellence

• Develop and implement efficient workflows and processes to ensure timely delivery of client solutions.

• Monitor team progress on projects to ensure all deliverables meet quality standards and deadlines.

• Proactively identify and resolve operational bottlenecks and challenges.

CSAT Performance

• Optimize processes, systems, and team performance to maintain and improve Customer Satisfaction (CSAT) scores.

Quality Assurance

• Maintain high standards of quality across all client deliverables, including content writing, graphic design, proofreading, and landing page fulfilment.

• Collaborate with team members to review and approve final outputs.

Client-Focused Delivery - CSAT

• Work closely with the Customer Success Executive to understand client requirements and translate them into actionable tasks for the team.

• Ensure timely communication with clients regarding project updates and delivery timelines.

• Optimize processes, systems, and team performance to maintain and improve Customer Satisfaction (CSAT) scores.

Performance Tracking and Reporting

• Track team performance using relevant metrics and KPIs.

• Prepare regular reports on project statuses, team performance, and client satisfaction for senior management.

Continuous Improvement

• Identify opportunities for process optimization and implement strategies to improve efficiency and quality.
• Stay updated with industry trends and best practices to maintain a competitive edge.

Requirements

• Proven experience in operations management, preferably in a fulfilment, content creation, or digital marketing environment.
• Strong leadership and team management skills, with the ability to motivate and guide diverse team members.
• Excellent organizational and project management skills, with a focus on meeting deadlines and delivering results.
• High attention to detail and commitment to maintaining quality standards.
• Strong communication and interpersonal skills for effective team collaboration and client interaction.
• Knowledge of content creation, graphic design, proofreading, and digital marketing solutions is highly desirable.

What We Offer:

• Competitive salary and benefits package.
• A dynamic and collaborative work environment.
• Opportunities for professional growth and development.
• The chance to contribute to Malta’s leading digital marketing platform.

About Us:

Yellow.com.mt is Malta’s leading online directory and digital marketing platform, connecting businesses with customers. We pride ourselves on delivering high-quality, timely services, including content writing, graphic design, proofreading, landing page development, and tailored digital marketing solutions.

What we value

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