Operations Manager

Founded in October 2019, EmpowerU, Inc. has rapidly evolved from its origins within a leading global brand's tele-service support group to become a standalone entity renowned for its exceptional service delivery. Our organization is driven by a culture that emphasizes resilience, excellence, and a strong sense of community. We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

• Care: Our dedication to exceeding client and stakeholder expectations is paramount.
• Communication: We maintain transparent and continuous communication to provide exceptional support.
• Camaraderie: We foster a culture of inclusivity and unity, making our workplace feel like a second home.
• Commitment: Our unwavering pursuit of excellence defines our approach to every task.

Position Description:

As the Operations Manager, you're responsible for the organization's overall performance and culture. You'll act as the key account manager for your channel, handling all operational matters with client partners.
Your role involves executing the operational plan defined by the Executive and Group Leadership team to achieve commercial and people outcomes. You'll use your operational expertise to devise strategies for optimizing profitability and building a strong talent pipeline. To accomplish this, you'll provide clear vision and direction, coach your frontline leadership team, and deliver key insights to drive actionable decisions for both the business and clients.

Key Responsibilities:

1. Organizational Development:

• Develop and implement strategies to optimize the structure and workflows of client services, social media, and marketing departments.
• Analyze processes and develops key performance criteria and standards to monitor and manage agent's performance.
• Identify opportunities for process optimization and lead change management efforts to enhance efficiency and effectiveness.
• Drives operational targets, best practices, and training programs that support service, quality, and efficiency standards
• To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• Overseeing operational systems and processes, while actively seeking opportunities for innovation to drive achievement of business objectives

2. Performance Management:

• Establish performance metrics and key performance indicators (KPIs) to measure the effectiveness of client services, social media, and marketing initiatives.
• Monitor performance against targets, identify areas for improvement, and implement corrective actions as needed.
• Ensure delivery of Client KPIs targets including day to day service levels, customer experience, quality measures and compliance measures
• Conduct regular performance reviews and provide feedback to team members to support their professional growth and development.
• Drive initiatives to foster a culture of innovation, collaboration, and continuous improvement across teams.

3. Training and Onboarding:

• Responsible for the development of the operational talent pool by optimising 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 recognised

Develop comprehensive training programs for new hires and ongoing professional development for existing team members.

• Collaborate with HR and department heads to ensure effective onboarding processes and continuous learning opportunities.
• Provide mentorship and coaching to team members to enhance their skills and capabilities.

4. Reporting and Analysis:

• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
• Establish reporting frameworks and dashboards to track key metrics and provide insights into the performance of client services, social media, and marketing efforts.
• Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.
• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and recommendations for action.

5. Cross-Functional Collaboration:

• Work closely with other departments such as sales, to align operations with broader business objectives.
• Foster strong collaboration and communication channels to ensure seamless integration and coordination across teams.
• Lead cross-functional projects and initiatives to drive organizational success and growth.
• Responsible for Business Continuity

Qualifications:

• Strong leadership and influencing skills, with demonstrated experience in developing and leading high-performing teams
• Minimum 5 years of senior management experience (preferably someone who has experience in being a Senior Manager/Director specializing in BPO Operations and Management or equivalent), running a critical business function with multiple teams, products, and operating requirements. Process transformation experience is required.
• Proficient in advanced Excel functions and features such as VLOOKUP, INDEX-MATCH, macros, and data analysis tools.
• Capable of creating professional presentations with PowerPoint, including slide transitions, custom layouts, and multimedia elements.
• Familiar with navigating the Salesforce, Trengo and Pipedrive interface and basic functionalities
• Proactive, strategic thinker with an innovative approach
• Proven experience in effective coaching and development of emerging leaders
• Detail-oriented and analytical, able to interpret data, identify trends, and make suggestions for improvements
• Methodical approach to problem-solving, with tenacity to work continuously toward a suitable solution
• Excellent decision-making skills, backed up with the ability to justify reasoning and take accountability for results
• Ability to work with confidential and time sensitive issues
• Ability to plan, organise, track and coordinate initiatives
• Must possess a professional, courteous, and resilient attitude
• Proven track record of meeting targets and delivering tangible outcomes
• Excellent interpersonal communication and organisational skills
• Ability to build productive business relationships with peers, direct reports and stakeholders.

Work Schedule:

• Evening Shift
• Includes Weekends and Holidays

EmpowerU, Inc. offers a dynamic and fulfilling work environment where you can align your career aspirations with your personal values. We invite you to apply and contribute to our journey of delivering unparalleled service excellence.

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

Do you have customer service experience?

How many years' experience do you have in BPO operations?

How much notice are you required to give your current employer?

Are you willing to undergo a pre-employment background check?

Are you available to work public holidays?

Information & Communication Technology

EmpowerU, Inc. is a duly registered contact center in the Philippines specializing on a wide array of client-centric services.

EmpowerU, Inc. is a duly registered contact center in the Philippines specializing on a wide array of client-centric services.

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