Philippines Sr Manager

2 weeks ago

Manila, National Capital Region, Philippines Red House Medical Billing Full time

Company Overview:

Our client is a leading provider of Dental Practice software within the United States. As they expand their operations in the Philippines, we are seeking a seasoned professional to fill the role of Philippines Sr Manager, overseeing software technical support operations in the region working directly with two outsourcing companies in Manila and Subic Bay.

Position Overview:

The outsourcing Manager - Software Technical Support will play a pivotal role onsite in leading initiatives and represent our client in delivering outcomes aligned with corporate Objectives and Key Results (OKRs) and is accountable for the seamless operation of our support team processes, systems, and culture. This position requires strong leadership, excellent communication skills, and a commitment to delivering high-quality customer service.

Responsibilities: The position requires strong leadership, excellent communication skills, and a commitment to delivering high-quality customer service.

  • Provide leadership and guidance to outsourcing teams including senior leadership ensuring they understand their roles and responsibilities and have the necessary resources to meet customer service expectations.
  • ITIL Escalation management proficiency a must
  • Responsible for performance outcomes at the BPO vendors
  • Responsible for coordinating with BPOs to ensure a healthy pipeline of talent and successful onboarding practices.
  • Manage KPIs and drive improvements in key performance metrics, including CSAT 98%, FCR 80%, ASA 2min, Issue Resolve 90%, and Adherence 85%.
  • Foster a culture of personal development and accountability among the teams, emphasizing their contribution to the organization's mission. Ensure we retain top talent through our career development and incentive programs.
  • Collaborate with senior management on staffing decisions, including hiring, performance management, and action plans.
  • Communicate effectively with stakeholders, providing clear and concise reports on personnel, initiatives, action plans, performance management, and projects.
  • Coordinate with Operations to provide input on project plans and deliver the project plans to the outsource teams professionally.
  • Recommend process improvements to enhance the customer experience and lead implementation across support teams.

Qualifications:

  • Bachelor's degree in a related field; master's degree preferred.
  • Minimum of 10 years of professional experience, with at least 1 year in a management role.
  • Strong knowledge of ITIL processes, software technical support SM, and workflow tools.
  • Ability to travel between outsourcing partner locations 20%.
  • Ability to work a shift within US hours of operations (6 am – 6 pm Mountain Time US).
  • Proficiency in CRM software, call center management software and call monitoring software are advantageous.
  • Excellent problem-solving skills and ability to handle stressful situations with professionalism.
  • Demonstrated ability to lead and motivate teams for high performance.
  • Outstanding verbal and written communication skills, with the ability to interact effectively with senior management and stakeholders.
  • Proven track record of project management and successful implementation of process improvements.
  • Working knowledge of QM, WFM, RTA implementation, and SM best practices

Job Type: Full-time

Pay: Php175, Php200,000.00 per month

Benefits:

  • Additional leave
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Schedule:

  • Monday to Friday

Supplemental pay types:

  • 13th month salary
  • Bonus pay

Experience:

  • corporate management: 10 years (Required)

Willingness to travel:

  • 25% (Preferred)

Expected Start Date: 07/01/2024


#J-18808-Ljbffr

  • Manager / Sr Manager Sales

    2 weeks ago

    Manila, National Capital Region, Philippines Gratitude Philippines Full time

    Job Title: Manager/Sr Manager Sales (BPO Services)Qualification: MBA/PGDBM/BBM with any specialisation areas across Sales/Marketing stream with 4-5-years of relevant work experience for Managers and 5-8 years for Sr.Manager, in selling BPM services within the industry segments mentioned above within Manila, Philippines.Location: ManilaSalary Range; 80k to...

  • Sr. QA Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Finastra USA Corporation Full time

    Sr. QA Manager Finastra USA Corporation Manila, Philippines Posted 4 days ago Permanent Competitive Sr. QA Manager ResponsibilitiesThe Sr. QA Manager will be responsible for implementing a robust Quality Assurance (QA) program that includes implementing a comprehensive Quality Management System (QMS)Duties and ResponsibilitiesWork with team to plan...

  • Sr. Analyst, Fin Reporting

    2 weeks ago

    Manila, National Capital Region, Philippines Northern Trust Corp Full time

    Sr. Analyst, Fin Reporting page is loaded Sr. Analyst, Fin Reporting Apply locations Manila, Philippines time type Full time posted on Posted Yesterday job requisition id R125835 About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern...

  • Sr Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Sun Life Financial, Inc. Full time

    Sr Manager - Governance, Risk & Compliance Sun Life Financial, Inc. Manila, Philippines Posted 4 days ago Permanent Competitive You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share...

  • Sr. Software Engineer- LAMP

    2 weeks ago

    Manila, National Capital Region, Philippines RingCentral Full time

    Sr. Software Engineer- LAMP page is loaded Sr. Software Engineer- LAMP Apply locations Manila, Philippines time type Full time posted on Posted 2 Days Ago job requisition id R071544 Sr. Software Engineer- LAMP Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral). It's not every day...

  • Sr Accountant

    2 weeks ago

    Manila, National Capital Region, Philippines Atticus Advisory Solutions Inc Full time

    6 months project basedRemoteJob Description:Atticus Advisory Solutions Inc is currently seeking a highly skilled and experienced Sr Accountant to join our team in Manila, NCR, Philippines. As a Sr Accountant, you will be responsible for overseeing the financial operations of our company and ensuring compliance with accounting standards and regulations.Key...

  • Sr Accountant

    2 weeks ago

    Manila, National Capital Region, Philippines Atticus Advisory Solutions Inc Full time

    6 months project basedRemoteJob Description: Atticus Advisory Solutions Inc is currently seeking a highly skilled and experienced Sr Accountant to join our team in Manila, NCR, Philippines. As a Sr Accountant, you will be responsible for overseeing the financial operations of our company and ensuring compliance with accounting standards and regulations. Key...

  • Sr. Manager of Finance

    1 month ago

    Manila, National Capital Region, Philippines Kenvue Full time

    DescriptionKenvue is searching for a Sr. Manager of Finance & Supply Chain Strategy - Asia Pacific based in Parañaque, Philippines.About UsAt Kenvue, we understand the importance of everyday care. With a strong legacy and focus on science, we are home to renowned brands like NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S, and BAND-AID. Our global team of...

  • Sr. Manager of Finance

    4 weeks ago

    Manila, National Capital Region, Philippines Kenvue Full time

    DescriptionKenvue is searching for a Sr. Manager of Finance & Supply Chain Strategy - Asia Pacific based in Parañaque, Philippines.About UsAt Kenvue, we understand the importance of everyday care. With a strong legacy and focus on science, we are home to renowned brands like NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S, and BAND-AID. Our global team of...

  • Sr. Manager of Finance

    2 weeks ago

    Manila, National Capital Region, Philippines Kenvue Full time

    DescriptionKenvue is searching for a Sr. Manager of Finance & Supply Chain Strategy - Asia Pacific based in Parañaque, Philippines.About UsAt Kenvue, we understand the importance of everyday care. With a strong legacy and focus on science, we are home to renowned brands like NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S, and BAND-AID. Our global team of...

  • Sr. Crew

    2 weeks ago

    Manila, National Capital Region, Philippines Carnival Corporation & plc Full time

    Job DescriptionCASI, Cruise Administration Services Inc, a Carnival Cruise Line entity in the Philippines currently has a Sr. Crew & Travel Operations Manager opening available.Only candidates located in the Philippines to apply. Job Summary: The Sr Manager is responsible for the overall 24/7 operations, planning, growth, process efficiency and ensure that...

  • Sr Business Process Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines 20 DexCom Philippines Inc Full time

    Sr Business Process Analyst - RPA page is loaded Sr Business Process Analyst - RPA Apply remote type Flex locations Manila, Philippines Cebu, Philippines time type Full time posted on Posted 2 Days Ago job requisition id JR106168 About DexcomFounded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for...

  • Sr. Analyst, Fin Reporting

    2 weeks ago

    Manila, National Capital Region, Philippines Northern Trust Corp Full time

    Sr. Analyst, Fin Reporting page is loaded Sr. Analyst, Fin Reporting Apply locations Manila, Philippines time type Full time posted on Posted Yesterday job requisition id R125831 About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern...

  • Sr Workforce Capacity Planning

    2 weeks ago

    Manila, National Capital Region, Philippines 20 DexCom Philippines Inc Full time

    Sr Workforce Capacity Planning & Forecasting Analyst page is loaded Sr Workforce Capacity Planning & Forecasting Analyst Apply remote type Flex locations Manila, Philippines time type Full time posted on Posted 5 Days Ago job requisition id JR105684 About DexcomFounded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring...

  • Sr. Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Talent And Tracking Consultants Full time

    Posted: 20 days ago Openings: 1 Applicants: 920 Commercial Vehicles,HCV,LCV,On - Highway,Preferred candidate profileMust - Graduate from technical background UG: Diploma in Any Specialization, B.Tech/B.E. in Any Specialization PG: MBA/PGDM in Any Specialization, Any Postgraduate Key Skills Skills highlighted with '' are preferred keyskills Relevant...

  • Compliance Sr. Manager

    2 weeks ago

    Manila, National Capital Region, Philippines VCC Link, Inc. Full time

    You will manage and develop the Service Delivery Operations team and will be responsible for career management of service delivery operations staff (e.g., training, engagement, mentoring, succession planning and annual performance process)Manage Solution DeliveryEnsure execution of delivery work across one or more service delivery operationsDrive...

  • Sr Team Leader, Financial Crimes Compliance

    2 weeks ago

    Manila, National Capital Region, Philippines 126 Northern Operating Srvs Asia Full time

    Sr Team Leader, Financial Crimes Compliance - Risk and Governance page is loaded Sr Team Leader, Financial Crimes Compliance - Risk and Governance Apply locations Manila, Philippines time type Full time posted on Posted 12 Days Ago job requisition id About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning...

  • Sr Analyst, Fin Reporting

    2 weeks ago

    Manila, National Capital Region, Philippines Northern Trust Corp Full time

    Sr Analyst, Fin Reporting page is loaded Sr Analyst, Fin Reporting Apply locations Manila, Philippines time type Full time posted on Posted 2 Days Ago job requisition id R124536 About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern...

  • Sr Analyst, Global Core Framework Compliance

    2 weeks ago

    Manila, National Capital Region, Philippines Northern Trust Corp Full time

    Sr Analyst, Global Core Framework Compliance page is loaded Sr Analyst, Global Core Framework Compliance Apply locations Manila, Philippines time type Full time posted on Posted Yesterday job requisition id R126841 About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in...

  • Sr. Enterprise Solutions Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines Teamups Full time

    Intro is a new hiring platform that connects software engineers to opportunities with world-class companies. On Teamups, you get a more relevant and growthful interviewing experience, you receive feedback on your performance, and you also get end-to-end support to improve your chances of getting hired.If you perform well on the Teamups interview, you become...