Associate General Manager

2 weeks ago


Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

Main Responsibilities:

Client Support
• Understand the client's industry, business, and their critical business drivers.
• Create and maximize relationships with client partners
• Effective, efficient resolution of customer (internal) problems/issues, leveraging resources.
• Assist with challenging client requests or issue escalations as needed.
• Responsible for leading teams and for the delivery of the overall operational metrics targets.
• Proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of client KPIs including day-to-day service levels, customer experience, quality measures and compliance measures are met.
• Maintain a well-defined communication and engagement model in place to ensure all teams understand current business performance and needs

People Management
• Manage and motivate team leads to ensure delivery of overall targets and business plans
• Select and effectively manage new team leaders
• Manage and develop operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key work streams
• Attract the most suitable external talent in partnership with recruitment. Make sure hires are in line with the agreed framework.
• Responsible for the development of the operational talent pool by optimizing the skills of the existing and new teams.
• Identify, agree, and provide ongoing development support for direct reports career paths
• Make sure Team Leaders are compliant with their own direct reports coaching and career path development plans
• Keep an up-to-date department/track succession plan.

Service Delivery 2
• Manage daily operations including effective resource planning and implementing call center strategies and operations
• Analyze and maintain all client service level agreements; implement improvement plans as needed
• Evaluate quality controls, monitoring program KPIs
• Drive improvements and identify key investment areas for the workforce and prioritize based on the business needs

ADHOC
• Managing Client Engagement
• Responsible for Business Continuity
• Ability to manage and influence key stakeholders
• Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Role Description An Associate General Manager's role is to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs. Manage, inspire, and motivate several Team Leads and Managers to ensure operational excellence, high employee engagement and service improvement is achieved. Main departmen



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