Operations Manager

1 week ago


Taguig, National Capital Region, Philippines Sun Life Financial Full time

locations Taguig City, National Capital Region (Manila)

time type Full time

posted on Posted 23 Days Ago

job requisition id JR

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Role Summary:

The Operations Manager provides leadership, direction and decision making in a high volume, fast paced, front line client service environment. They will ensure the delivery of a consistent quality customer service experience by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC's performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Manager reports to the Operations Director and is responsible for the direct management of teams to deliver a consistent customer service experience, delivering on all key performance metrics.

Main Accountabilities:

Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation

Communicate effectively to ensure a consistent experience for the representatives and members

Interact directly with members, as required

Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis

Analyze metrics and ensure Supervisors are taking appropriate and timely action

Understand and deliver on all key performance metrics virtually

Understand and deliver on key financial objectives

Ensure staff are equipped with the knowledge, training, experience, tools, and technology needed to achieve the required business results

Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success

Championing the coaching model

Foster a work environment that values the people and encourages participation, creativity, learning and accountability

Responsible for employee recruitment in order to meet business objectives

Ensure team adopts and sustains change

Identify opportunities for process and system improvements

Communicate openly with team ensuring messages and initiatives are clearly understood

Support and actively endorse the P4 culture (People, Partnership, Passion and

Performance) and philosophies

Partner with other areas to promote understanding and knowledge exchange between business units

Qualifications/Competencies:

Previous Call Centre experience, 3-5 years as an Operations Manager

Related work experience must be in Healthcare Insurance in a BPO setting

Proven Customer Service Skills

Proven leadership capability and a strong results orientation

Ability to influence change through positive motivation

Ability to build consensus with a decision-making process

Capable of working in a structured and tactical management operating system

Strong coaching, leading and performance management skills

Able to build sustainable processes and identify continuous improvement opportunities

Capable of building supportable business cases to justify change based on logic and understanding

Strong communication skills (verbal and written)

Strong team player / team building skills

Strong organizational and decision-making skills

Assets:

Previous experience in a Six Sigma and/or Lean environment

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