Operations Manager

2 weeks ago

Taguig, National Capital Region, Philippines Circa Logica Group Full time

As the Operations Manager, you're responsible for the organization's overall performance and culture. You'll act as the key account manager for your channel, handling all operational matters with client partners.

Key Responsibilities:

1. Organizational Development:

  • Develop and implement strategies to optimize the structure and workflows of client services, social media, and marketing departments.
  • Analyze processes and develops key performance criteria and standards to monitor and manage agent's performance.
  • Identify opportunities for process optimization and lead change management efforts to enhance efficiency and effectiveness.
  • Drives operational targets, best practices, and training programs that support service, quality, and efficiency standards.
  • To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams.
  • Overseeing operational systems and processes, while actively seeking opportunities for innovation to drive achievement of business objectives.

2. Performance Management:
Establish performance metrics and key performance indicators (KPIs) to measure the effectiveness of client services, social media, and marketing initiatives.

  • Monitor performance against targets, identify areas for improvement, and implement corrective actions as needed.
  • Ensure delivery of Client KPIs targets including day-to-day service levels, customer experience, quality measures, and compliance measures
  • Conduct regular performance reviews and provide feedback to team members to support their professional growth and development.
  • Drive initiatives to foster a culture of innovation, collaboration, and continuous improvement across teams.

3. Training and Onboarding:

  • Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized.
  • Develop comprehensive training programs for new hires and ongoing professional development for existing team members.
  • Collaborate with HR and department heads to ensure effective onboarding processes and continuous learning opportunities.
    Provide mentorship and coaching to team members to enhance their skills and capabilities.

4. Reporting and Analysis:

  • Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key workstreams.
  • Establish reporting frameworks and dashboards to track key metrics and provide insights into the performance of client services, social media, and marketing efforts.
  • Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.
  • Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and recommendations for action.

5. Cross-Functional Collaboration:

  • Work closely with other departments such as sales, to align operations with broader business objectives.
  • Foster strong collaboration and communication channels to ensure seamless integration and coordination across teams.
  • Lead cross-functional projects and initiatives to drive organizational success and growth.
  • Responsible for Business Continuity

Qualifications:

  • Minimum 5 years of senior management experience (preferably someone with experience as a Senior Manager/Director specializing in BPO Operations and Management or equivalent), running a critical business function with multiple teams, products, and operating requirements.
  • Immediate joiners will be prioritized.
  • Process transformation experience is required.
  • Strong leadership and influencing skills, with demonstrated experience in developing and leading high-performing teams.
  • Proficient in advanced Excel functions and features such as VLOOKUP, INDEX-MATCH, macros, and data analysis tools.
  • Familiar with navigating the Salesforce, Trengo, and Pipedrive interface and basic functionalities.
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

How many years' experience do you have in BPO operations?

-Experience with resolving memory leaks and performance tuning

-Experience with resolving memory leaks and performance tuning.

-Understanding of Apple's design principles and interface guidelines.

-Knowledgeable in the usage of Instruments.

-Proficient in Github.

-Familiarity with continuous integration and test-driven development.

Description:

-Design and build applications for the iOS platform.

-Ensure the performance, quality, and responsiveness of applications.

-Collaborate with a team to define, design, and ship new features.

-Identify and correct bottlenecks and fix bugs.

-Help maintain code quality, organization, and automation.

-Proficient with Objective-C and Swift.

-Proficient with Xcode.

-Proficient with Autolayout.

-Experience with iOS frameworks.

-Experience CocoaPods.

-Experience with resolving memory leaks and performance tuning

-Experience with resolving memory leaks and performance tuning.

-Understanding of Apple's design principles and interface guidelines.

-Knowledgeable in the usage of Instruments.

-Proficient in Github.

-Familiarity with continuous integration and test-driven development.

Description:

-Design and build applications for the iOS platform.

-Ensure the performance, quality, and responsiveness of applications.

-Collaborate with a team to define, design, and ship new features.

-Identify and correct bottlenecks and fix bugs.

-Help maintain code quality, organization, and automation.

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What can I earn as an Operations Manager

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