Operations Process Manager/Compliance Manager

2 weeks ago

Manila, National Capital Region, Philippines Ayuda Business Management Solutions Inc Full time

Location:BGC, Taguig City | onsite setup

Salary:120,000 PHP

Key Responsibilities:

1. **Process Design and Development**:

Design and develop new or modify existing processes to improve efficiency, productivity, and quality aligned to BPO industry processes.- Ensure compliance and develop guides to establish new technical processes and programs within the company.

2. **Client Relationship Management**:

Build and maintain strong client relationships to ensure their satisfaction and loyalty.- Communicate with clients, addressing their needs, concerns, and inquiries promptly and professionally.- Develop and execute client service strategies aligned with the company's goals and objectives.- Monitor and report on client service metrics and implement strategies to enhance client satisfaction.

3. **Performance Management**:

  • Oversee the daily operations of the BPO services, ensuring processes are efficient, effective, and aligned with organizational goals.
  • Manage and optimize operational workflows to improve productivity and quality.
  • Ensure adherence to service level agreements (SLAs) and operational standards.
  • Implement best practices and continuous improvement initiatives to enhance operational performance.
  • Develop and execute performance strategies aligned with the company's goals and objectives.

4. **Learning and Development for Leaders**:

  • Assess the training and development needs of leadership within the organization.
  • Design and implement leadership development programs to build a pipeline of future leaders.
  • Provide coaching and mentoring to leaders to help them achieve their career development goals.
  • Evaluate the effectiveness of leadership training programs and make necessary adjustments to improve outcomes.
  • Identify gaps in skills and knowledge that need to be addressed to improve employee performance and productivity.
  • Create engaging and effective learning materials, such as manuals, e-learning modules, videos, and presentations.
  • Work with managers and supervisors to develop and implement performance improvement plans for underperforming employees.
  • Provide coaching and mentoring to help employees achieve their career development goals.

5. **Compliance Management**:

Ensure compliance with regulatory requirements and internal policies.- Develop and implement compliance training programs for employees.- Monitor and enforce compliance with industry standards and best practices.- Conduct audits and reviews to ensure adherence to compliance policies.

Skills and Qualifications:

  • Strong written communication skills and ability to design processes.
  • Experience in launching new accounts and a deep understanding of different metrics for various BPO industries.
  • Strong client relationship management skills and building and maintaining client trust and satisfaction.
  • In-depth knowledge of BPO operations management, including workflow optimization, quality assurance, and performance management.
  • Experience in developing and delivering leadership training programs
  • Understanding of compliance requirements and the ability to enforce compliance policies and procedures.
  • Excellent communication, collaboration, and leadership skills.
  • Ability to analyze performance data and implement strategies for improvement.
  • Proven track record of managing complex operations and leading cross-functional teams.
  • Knowledge of performance management, driving compliance, and the ability to instill and drive discipline as necessary

**Reporting and Analysis**:

Conducted comprehensive reports for management daily, weekly, and monthly.- Provide insights into business performance and recommend strategies for improvement. - Collaborating skills with managers, agents, clients, and senior management

Summary of role requirements:
  • Flexible hours available
  • More than 4 years of relevant work experience required for this role
  • Working rights required for this role
  • Expected salary: ₱120,000 per month

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