Operations Manager

2 weeks ago


Pasig, National Capital Region, Philippines Enshored Full time

Job Overview:

As the Operations Manager, you will be responsible for overseeing and optimizing the day-to-day operations of our business processes. This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management.

Operational Leadership:

  • Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards.
  • Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals.

Team Management:

  • Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals.
  • Foster a positive and collaborative team culture, emphasizing continuous learning and development.

Process Improvement:

  • Identify and implement process improvement opportunities to streamline operations and enhance service delivery.
  • Work closely with cross-functional teams to drive efficiency and effectiveness in business processes.

Performance Monitoring:

  • Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met.
  • Utilize data and analytics to make informed decisions and drive continuous improvement.

Client Collaboration:

  • Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery.
  • Establish and maintain strong client relationships through effective communication and performance reviews.

DUTIES AND RESPONSIBILITIES

  • Work with the Operations Director, SOM, and Departmental Leaders to execute strategic projects.
  • Oversee and direct daily business operations for optimum efficiency.
  • Perform weekly meetings with operations staff to discuss metrics and deliverables.
  • Submit frequent and as needed business reviews and report to other Enshored's Leadership team and clients.
  • Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).
  • Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
  • Work with Enshored team members to support organic growth.
  • Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.
  • Frequently evaluate and analyze business productivity and performance.
  • Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

  • Must be a college graduate / Bachelor's Degree holder of any course.
  • At least two years of experience as an Operations Manager.
  • Must have excellent verbal and written English communication skills.
  • Must be willing to work night shifts and shifting schedules.
  • Experience in handling a travel account is a plus

Demonstrated competency in the following areas is also required:

  • Demonstrated competency in the following areas is also required:
  • Strong organizational, leadership, and interpersonal management skills.
  • Vital planning, forecasting, problem-solving and analytical skills.
  • Proven ability to develop, produce and analyze reports from existing ecosystems and make informed recommendations from the data gathered.
  • Commitment to delivering to the highest quality.
  • Proven ability to work within deadlines and project scopes.

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