Senior Operations Manager – Sales Operations Support

2 weeks ago

Pasig, National Capital Region, Philippines iSupport Worldwide Full time
Senior Operations Manager – Sales Operations Support (Stanley)

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

You will provide the best service to our partner client by performing these tasks:

Team Building & Operational Excellence

  • Build winning teams by demonstrating organizational values, nurturing trust and camaraderie, recognizing achievements, and cultivating talents.
  • Define and coordinate staffing plans; hire and onboard team members; ensure team members are policy, process, and product experts
  • Manage team capacity by regularly monitoring workload, and organizing structure and roles within the team to ensure work-life balance.
  • Accelerate team performance through effective review and coaching process, developing scorecards, and leveraging regular talent performance review cadence.
  • Ensure on-time and accurate account onboarding, offboarding, and order fulfillment.
  • Collaborate with the sales and operational teams to ensure that programs and orders are accurate and on schedule.
  • Facilitate Monthly and Quarterly operations reviews with the key stakeholders to report goal achievement and align on plans and priorities.
  • Establish SOPs and checklists to define work standards and guide the effective use of tools, and technology; identify and recommend the use of new tools.
  • Lead and facilitate planning to define goals key priorities and projects to advance team performance and productivity.
  • Set and deliver relevant KPIs and SLAs to measure, report, and recalibrate performance.
  • Develop an annual budget that supports operational plans; revise based on changing business needs.
  • Identify developmental needs and organize and coordinate training plans.
  • Organize work and streamline processes to ensure flawless execution of sales operational transactions and service requests; returns management, allowances, chargebacks, consumer feedback and inquiries, customer record management, vendor agreement, sales order to factory purchase order creation.
  • Solve critical issues with accounts management in collaboration with all stakeholders and concerned teams.

Customer Service

  • Serve as the primary point of contact for all customer-related matters.
  • Build and maintain strong relationships with clients, ensuring customer satisfaction, loyalty, and retention.
  • Act as the key point of contact for functional stakeholders and local leadership keeping everyone aligned and grounded on common goals.
  • Resolve customer and rep escalations, vendor non-compliance chargeback claims or discrepancies, and conduct research and root cause analysis to prevent repetition.
  • Customer Satisfaction

Performance Management

  • Utilize CRM systems to manage customer information, and sales activities, and track progress towards targets.
  • Maintain accurate and up-to-date account records and sales reports to provide regular updates to the management team.
  • Establish an incident reporting and resolution management process, monitoring non-compliance and identifying root cause analysis.

Who are we looking for?

  • Bachelor's degree in supply chain, business administration, Industrial Engineering, or related field is required.
  • 8 years minimum of relevant sales and accounts management and or operations management experience with a customer service orientation from a large multi-national company, retail or FMCG in Shared Service or Global Business Service Model
  • Proven track record in successfully managing and developing multiple teams with managers and team leaders, business processes in a matrix organization, and working with multiple stakeholders globally.
  • Highly quantitative and strong analytical skillset with a proven track record in solving complex operational and organizational problems that require resourcefulness, creative thinking, and collaboration.
  • Direct experience in working with IT, Finance, HR, and functional partners to initiate people, technology, policy, and process-related improvement projects.
  • Sound financial and budget management skills
  • Excellent presentation and communication skills, ability to engage and influence people from all levels of the organization by using appropriate data and narratives.
  • Big picture mindset and outside-the-box thinking
  • Within the proximity of Metro Manila (Cavite, Batangas, Bulacan, Rizal, etc.)

Company Perks:

  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks
Your application will include the following questions:

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

Founded in 2006, iSupport Worldwide is a US-owned offshoring company with offices in Ortigas, Philippines. iSupport Worldwide has developed considerable expertise focusing on Recruitment Process Outsourcing, Facilities Management, Employee Services, Client Services Development and many more.

iSupport Worldwide provides businesses with a scalable platform to set up low cost, high-value operations in the Philippines without the need to incorporate, directly employ staff or manage your own office, while maintaining full control.

Our offshoring solutions are ideal for small-medium companies, and we have partnered with a variety of industries providing customized business solutions through job functions in customer service, technical support, data entry and processing, quality assurance, logistics, administrative support, graphic design, accounts receivable, accounts payable and more.

Founded in 2006, iSupport Worldwide is a US-owned offshoring company with offices in Ortigas, Philippines. iSupport Worldwide has developed considerable expertise focusing on Recruitment Process Outsourcing, Facilities Management, Employee Services, Client Services Development and many more.

iSupport Worldwide provides businesses with a scalable platform to set up low cost, high-value operations in the Philippines without the need to incorporate, directly employ staff or manage your own office, while maintaining full control.

Our offshoring solutions are ideal for small-medium companies, and we have partnered with a variety of industries providing customized business solutions through job functions in customer service, technical support, data entry and processing, quality assurance, logistics, administrative support, graphic design, accounts receivable, accounts payable and more.

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