Operations Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Cambridge University Press & Assessment Full time

Supervisors/Team Leaders (Call Centre & Customer Service)

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are looking for an Operations Team Lead to join our Manila Commercial Operations Team. This role plays a vital part in supporting the Commercial Teams globally to achieve their financial goals in all product groups by delivering outstanding back-office support.

Why Cambridge?

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding.

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start Pursuing Potential from day one.

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

What can you get from Cambridge?

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.

What makes you the ideal candidate in this role?

As a key member of our team, your goal will be to manage and develop a team of Operations Administrators as well as being responsible for the output of work delivered by the team to support the Commercial Teams globally.

As an Operations Team Lead, you will:

  • Provide first and second level support to the wider Commercial team, in particular the EMEA and Americas Commercial teams.
  • Be working closely with the Head of Sales Operations as well as the Commercial Operations team based in EMEA and the UK
  • Guide pro-active initiatives to maintain a consistent and exceptional level of leading a back-office support team.
  • Ensure the team delivers on day-to-day responsibilities.
  • Actively participate in process and workflow improvements to ensure an efficient and profitable approach to the team's work with a focus on data-driven decision-making.
  • Manage the volume of queries coming from emails.

The following will help you be an ideal candidate for this post:

  • You have 1 – 2 years of proven Customer Service or Commercial experience, ideally with exposure to a high-volume process task.
  • Proven experience in leading or managing a team.
  • Strong knowledge of CRM and fulfillment systems.
  • Comfortable working with data.
  • Ability to think analytically.

If you are driven by delivering exceptional service (internally and externally) with a keen eye to detail and desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners, we invite you to pursue your potential with us.

Note: Once shortlisted, you will be asked to complete an English test and task prior to interview.

At Cambridge, we believe in hiring individuals who bring in a diverse set of experiences and perspectives; we prioritize culture add over culture fit. We value a growth mindset and encourage our employees to pursue their potential. But, don't let a checklist of qualifications hold you back from applying for a role with us - we welcome all candidates who share our passion for excellence.

Cambridge University Press & Assessment, a distinguished academic publisher and assessment body and part of the esteemed University of Cambridge, is an organization committed to empowering global individuals to achieve excellence. We are proud to be a certified Great Place to Work in the Philippines. Our mission is to advance education, enhance learning, and promote pioneering research to make a substantial impact on society by #PursuingPotential.

Cambridge University Press & Assessment, a distinguished academic publisher and assessment body and part of the esteemed University of Cambridge, is an organization committed to empowering global individuals to achieve excellence. We are proud to be a certified Great Place to Work in the Philippines. Our mission is to advance education, enhance learning, and promote pioneering research to make a substantial impact on society by #PursuingPotential.

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Perks and benefits

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