Operations Director

2 weeks ago

Iloilo City, Western Visayas, Philippines TDCX Full time

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore

Top reasons to work with TDCX

  • Attractive remuneration, great perks and performance incentives
  • Comprehensive medical, insurance, or social security coverage
  • World-class workspaces
  • Engaging activities and recognition programs
  • Strong learning and development plans for your career growth
  • Positive culture for you to #BeMore at work
  • Easy to locate area with direct access to public transport
  • Flexible working arrangements
  • Be coached and mentored by experts in your field
  • Join a global company, winner of hundreds of industry awards

What is your mission?

  • Responsible for ensuring that operations remains compliant to PCIDSS and remains certified annually
  • Responsible for meeting the KPIs (SLAs and quality) and obligations established within the contract.
  • Drive initiatives that contribute to long-term operational excellence of the site and the company business.
  • Accountable for the delivery of service to the client as per the Master Statement of Work.
  • Manage the client relationship, successfully setting and directing the client expectations in line with the business activity.
  • Responsible for all financial activity and results on the account.
  • Responsible for assessing and implementing the business change request process.
  • Ensure consistent, open and effective communication with the operations teams, across the business and with the client.
  • Establish effective and robust organizational structures for the operation.
  • Lead, develop and enable the regional team to run the day-to-day operations that achieve the business results.
  • Responsible for developing and sustaining a high-performance team through effective hiring, coaching, developing, succession planning and performance management.
  • Continually evaluate labor efficiency, service level commitments, and cost objectives.
  • Demonstrate leadership that embodies the corporate values and ethics and promotes an open, fair, and honest environment.
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

  • Extensive experience of leading and managing large teams in operations environment, especially in Technical support and Customer Service.
  • Minimum 8-10 years of experience in BPO or similar environment
  • Minimum of 2 years on a director capacity
  • Proven ability to successfully manage people, processes, and technology.
  • Experience in developing a team in a BPO or similar site, while meeting all operational and financial objectives.
  • Ability to work in a process-driven, tight deadline, high demand transaction handling environment, as well as leading continuous improvement and business transformation projects.
  • Strong communication, negotiation, conflict management and influencing skills across all levels with both internal and external audiences.
  • Excellent organizational, multi-tasking and time management skills with exceptional follow through discipline.
  • Previous experience delivering quality service in a client-facing environment.
  • Ability to be flexible and work analytically in a problem-solving environment.
  • Proven success in managing organizational change.
  • Ability to apply strategic thinking towards long-term business planning and process improvement.
  • Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
  • Bachelor's degree in business management, computer science or a related field or equivalent experience.

Who is TDCX?

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.


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