Operations Manager

2 weeks ago


Mandaluyong City, National Capital Region, Philippines Sutherland Global Full time
Company Description:

Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description:

Delivery Excellence

o Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and building next-generation service delivery

o Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions, and gather analytical insights

o Persuasiveness in communicating and presenting the scope of Sutherland's products to industry prospects

Customer Engagement and Issue Resolution

o Solve complex customer service issues by proactively identifying root causes and addressing them to deliver sustained accuracy, productivity, quality and other key performance metrics

o Conduct business with utmost integrity and ensure high standards of compliance are maintained

o Lead interactions with customers during weekly and monthly performance reviews

o Act as Point of Contact for the first level of escalation

o Ability to be customer-oriented in managing communications and issues

o Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions

Internal metrics delivery & reporting

o Work with the leadership team to determine a strategy to achieve overall site goals.

o Maintain a cost-effective and stable workforce to handle the Seasonality & Volatility of volumes

o Responsible for preparation of invoices and ensuring timely submission to customers

o Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by the SD head

Team Engagement

o Set, Monitor & Periodic review goals for Associate Managers & Team Managers

o Develop a structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process

o Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates

Leadership Development

Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player.

Qualifications:

Qualifications:

  • Candidates with 2 to 5 years of handling operations or similar disciplines will be considered with relevant project management experience.
  • Experience in supporting sports streaming services as a customer service line of business.
  • Strong verbal and written communication skills; be able to communicate clearly, constructively, and professionally.
  • Should have specialized skills in running large-scale production operations.
  • Demonstrable experience and capability to manage multiple projects simultaneously & autonomously.
  • Experience of managing, direct or matrix, project managers, and technical resources with a span of 100 FTEs for Managers.
Additional Information:

All your information will be kept confidential according to EEO guidelines.


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