Senior Operations Manager – Supply Chain Support

2 weeks ago

Pasig, National Capital Region, Philippines iSupport Worldwide Full time

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

You will provide the best service to our partner client by performing these tasks:

Team Building & Operational Excellence

  • Build winning teams by demonstrating organizational values, nurturing trust and camaraderie, recognizing achievements, and cultivating talents.
  • Define and coordinate staffing plans; hire and onboard team members; ensure team members are policy, process, and product experts.
  • Manage team capacity by regularly monitoring workload, and organizing structure and roles within the team to ensure work-life balance.
  • Accelerate team performance through effective review and coaching process, developing scorecards, and leveraging regular talent performance review cadence.
  • Ensure on-time and accurate account onboarding, offboarding, and order fulfillment.
  • Collaborate with the sales and operational teams to ensure that programs and orders are accurate and on schedule.
  • Facilitate Monthly and Quarterly operations reviews with the key stakeholders to report goal achievement and align on plans and priorities.
  • Establish SOPs and checklists to define work standards and guide the effective use of tools, and technology; identify and recommend the use of new tools.
  • Lead and facilitate planning to define goals and key priorities and projects to advance team performance and productivity.
  • Set and deliver relevant KPIs and SLAs to measure, report, and recalibrate performance.
  • Develop an annual budget that supports operational plans; revise based on changing business needs.
  • Identify developmental needs and organize and coordinate training plans.
  • Organize work and streamline processes to ensure flawless execution of inventory management, demand, and supply operations support, warehouse management, material and product movement, and anything in connection to inbound and outbound logistics.
  • Improve all aspects of the supply chain support team by reviewing current methodology and processes for the Global Support Center in collaboration with warehousing and transport global teams.
  • Solve critical issues with supply chain groups in collaboration with all stakeholders and concerned teams.

Customer Service

  • Serve as the primary point of contact for all customer-related matters.
  • Build and maintain strong relationships with clients, ensuring customer satisfaction, loyalty, and retention.
  • Act as the key point of contact for functional stakeholders and local leadership keeping everyone aligned and grounded on common goals.
  • Resolve customer and rep escalations, vendor non-compliance chargeback claims or discrepancies, and conduct research and root cause analysis to prevent repetition.
  • Customer Satisfaction

Performance Management

  • Utilize CRM systems to manage customer information, and sales activities, and track progress toward targets.
  • Maintain accurate and up-to-date forecasts, demand planning, and inventory reports and provide regular updates to the management team.
  • Establish an incident reporting and resolution management process, monitoring non-compliance and identifying root cause analysis.
  • Within the proximity of Metro Manila (Cavite, Batangas, Bulacan, Rizal, etc.)

Who are we looking for?

  • Bachelor's degree in the supply chain, business administration, Industrial Engineering, or a related field is required.
  • 8 years minimum of relevant sales and accounts management and or operations management experience with a customer service orientation from a large multi-national company, retail or FMCG in Shared Service or Global Business Service Model
  • Proven track record in successfully managing and developing multiple teams with managers and team leaders, business processes in a matrix organization, and working with multiple stakeholders globally.
  • Highly quantitative and strong analytical skillset with a proven track record in solving complex operational and organizational problems that require resourcefulness, creative thinking, and collaboration.
  • Direct experience in working with IT, Finance, HR, and functional partners to initiate people, technology, policy, and process-related improvement projects.
  • Sound financial and budget management skills.
  • Excellent presentation and communication skills, ability to engage and influence people from all levels of the organization by using appropriate data and narratives.
  • Big picture mindset and outside-the-box thinking.

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