Operations Process Manager

1 week ago

Taguig, National Capital Region, Philippines Ayuda Business Management Solutions Inc. Full time
Operations Process Manager / Compliance Manager

AYUDA Business Management Solutions, Inc.

Compliance & Risk (Banking & Financial Services)

  • Design and develop new or modify existing processes to improve efficiency, productivity, and quality aligned to BPO industry processes.
  • Ensure compliance and develop guides to establish new technical processes and programs within the company.

2. Client Relationship Management

  • Build and maintain strong client relationships to ensure their satisfaction and loyalty.
  • Communicate with clients, addressing their needs, concerns, and inquiries promptly and professionally.
  • Develop and execute client service strategies aligned with the company's goals and objectives.
  • Monitor and report on client service metrics and implement strategies to enhance client satisfaction.

3. Performance Management

  • Oversee the daily operations of the BPO services, ensuring processes are efficient, effective, and aligned with organizational goals.
  • Manage and optimize operational workflows to improve productivity and quality.
  • Ensure adherence to service level agreements (SLAs) and operational standards.
  • Implement best practices and continuous improvement initiatives to enhance operational performance.
  • Develop and execute performance strategies aligned with the company's goals and objectives.

4. Learning and Development for Leaders

  • Assess the training and development needs of leadership within the organization.
  • Design and implement leadership development programs to build a pipeline of future leaders.
  • Provide coaching and mentoring to leaders to help them achieve their career development goals.
  • Evaluate the effectiveness of leadership training programs and make necessary adjustments to improve outcomes.
  • Identify gaps in skills and knowledge that need to be addressed to improve employee performance and productivity.
  • Create engaging and effective learning materials, such as manuals, e-learning modules, videos, and presentations.
  • Work with managers and supervisors to develop and implement performance improvement plans for underperforming employees.
  • Provide coaching and mentoring to help employees achieve their career development goals.

5. Compliance Management

  • Ensure compliance with regulatory requirements and internal policies.
  • Develop and implement compliance training programs for employees.
  • Monitor and enforce compliance with industry standards and best practices.
  • Conduct audits and reviews to ensure adherence to compliance policies.

Skills and Qualifications:

  • Strong written communication skills and ability to design processes.
  • Experience in launching new accounts and a deep understanding of different metrics for various BPO industries.
  • Strong client relationship management skills and building and maintaining client trust and satisfaction.
  • In-depth knowledge of BPO operations management, including workflow optimization, quality assurance, and performance management.
  • Experience in developing and delivering leadership training programs.
  • Understanding of compliance requirements and the ability to enforce compliance policies and procedures.
  • Excellent communication, collaboration, and leadership skills.
  • Ability to analyze performance data and implement strategies for improvement.
  • Proven track record of managing complex operations and leading cross-functional teams.
  • Knowledge of performance management, driving compliance, and the ability to instill and drive discipline as necessary.

Reporting and Analysis:

  • Conducted comprehensive reports for management daily, weekly, and monthly.
  • Provide insights into business performance and recommend strategies for improvement.
  • Collaborating skills with managers, agents, clients, and senior management.
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a compliance manager?

Do you have experience in a role which requires relationship management experience?

Human Resources & Recruitment

AYUDA (which is HELP in Spanish) is a beacon of our mission enabling the job seekers and business owners to grow in a competitive sphere that we live in.

We match job seekers with the best opportunity by establishing a profound, firm and valued relationships with our clients, our people, our partners and the communities in which we operate.

Day by day, we work to provide the best opportunities available in the market, solutions to any challenges ahead of an individual and an organisation.

AYUDA (which is HELP in Spanish) is a beacon of our mission enabling the job seekers and business owners to grow in a competitive sphere that we live in.

We match job seekers with the best opportunity by establishing a profound, firm and valued relationships with our clients, our people, our partners and the communities in which we operate.

Day by day, we work to provide the best opportunities available in the market, solutions to any challenges ahead of an individual and an organisation.

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