Senior Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines Premier BPO Inc. Full time
  • Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
  • To proactively maintain regular engagement with key client contacts in line with client expectations.
  • Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
  • To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and that they understand the needs of their teams
  • Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
  • The continuous identification implementation of operational best practice through interaction with the wider team
  • Motivate and effectively performance manage direct reports within the account/campaigns to ensure delivery of overall targets and business plan.
  • Execute a well-defined Communication and Engagement model in place to ensure all of the teams understand the performance of our business and also that they understand the needs of their teams
  • Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
  • Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call center management experience is essential to be a success in this role
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
  • Experienced process improvement practitioner with a focus on driving cost reduction.
  • Execute complex process improvement initiatives affecting multiple functions or account/business.
  • Serve as a dedicated resource working directly with department heads and staff to support process improvement.
  • Report and communicate the results from process improvement efforts to management.
  • Act as a change agent/coach to instill and sustain changes.
  • Assess change readiness and prepare plans for helping stakeholders through change.
  • Provide training and mentorship on process improvement methods.
  • Utilize process improvement principles and tools to achieve significant improvement results.
  • Direct the analysis of process improvement analyst.
  • Drive for high quality results
  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Experience of working in an Outsourcing or contact center operation
  • Experienced in managing large multi-site /Multi skilled contact centers
  • Ability to build and maintain strong client relationships
  • Ability to demonstrate been able to translate business strategy into day to day delivery
  • Strong commercial understanding and previous accountability for profit targets
  • Setting and reviewing Quality performance standards
  • Setting and reviewing of organizational / productivity objectives in line with the commercial contract
  • Managing Client Engagement
  • Responsible for Business Continuity
  • Ability to manage and influence key stakeholders

Process improvement:

  • Utilize various process improvement tools and methodologies to define activities that are aligned with business objectives.
  • Identify and manage program risks and issues that impact program progress.
  • Prepare detailed plans to track project performance and assure timely completion and achievement of project deliverables.
  • Develop practical solutions and methodologies to solve complex business problems.
  • Coach, mentor and assist project teams, when and where applicable.
  • Develop internal and external content for leadership team presentations.
  • Ensure deployment of common solutions across divisions and businesses.
  • Identify and present new project opportunities to leadership.
  • Develop and share best practices among fellow process improvement coaches and clients.
  • Monitor performance and improvement in key metrics.
  • Deliver significant operational improvement and financial benefits to meet unusual targets.
  • Develop and track project metrics.

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