Operations Director

1 week ago

Taguig, National Capital Region, Philippines Sutherland Full time

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of forward-thinking and strategic-thinking individuals and we are looking to add a Business Director who will establish and execute operational strategies for the program.

If you are a Director looking for a global career, do not miss this opportunity

As a Business Director, you will oversee day to day operations to achieve optimal results on efficiency metrics. You are also expected to:

Key Responsibilities

  • Work with Program and Cross-Functional Leads to achieve Platinum Standard/Operational Excellence;
  • Work with Business Development, Sales and Management Teams to explore business growth
  • Support the Recruitment team to ensure hiring is completed on time for both Consultant and support roles as needed;
  • Participate in the New Hire Orientation to welcome new employees to the programs;
  • Support the Training Lead to ensure all required Consultant training is effectively completed on time with optimal results;
  • Work with the Quality and Program Leads to ensure that regular quality monitoring, coaching and performance intervention that develop, motivate and guide teams are implemented to attain successful outcomes and business objectives;
  • Implement a regular Reward and Recognition mechanism for the program/s;
  • Work with HR and Program Leads to ensure that corrective actions are followed through as needed;
  • Lead activities in support of employee satisfaction survey results and other sources of employee feedback;
  • Work with the Talent Development team to ensure all required developmental training for supervisors are effectively planned and completed on time;
  • Work with HR, Program and Cross-functional leads in identifying and developing a succession plan for all critical positions in the site;
  • Work with the Site Lead for BCP in planning, testing and activation;
  • Lead efforts to uphold compliance in all organizational standard procedures and policies (i.e. InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.); and
  • Lead efforts to uphold compliance in all contractual and regulatory requirements (i.e. client SOW, government requirements, etc.).

Qualifications"

  • Earned a Bachelor's degree in any field
  • Post Graduate degree and certification preferred
  • At least 10 years of BPO experience
  • Strong Financial Business/P&L Management skills
  • Strong background in client relationship and operations management
  • Experience in managing Customer Service or Technical Support Programs
  • Experience in Telco or Technology accounts

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