Manager/Senior Manager

2 weeks ago

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

Role Description:

A Supplies Manager/Senior Manager is a key part of the management team that oversees/works in conjunction with a group of team leaders which main objective is to implement the right processes and practices across the organization. Among their main duties Supplies Operation Managers are responsible for formulating strategies, presenting improvement proposals that increase work quality, productivity and efficiency while securing compliance. They also act as a liaison between employees and HR and are an integral part of employee hiring/dismissals, professional development, and promotion process in his/her own track. They motivate and inspire their team by creating an environment that promotes positive communication, encourages team bonding, and demonstrates flexibility/adaptability to organizational changes.

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.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
• Participate in business meetings and general inputs for day-to-day improvements

People Management
• Identify, agree, and provide ongoing development support for direct reports career paths
• Conduct regular one-on-ones with direct reports to review individual performance, team performance and on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relations issues in a professional and timely manner
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Manage attrition and build retention strategies
• Keep an up-to-date department/track succession plan

Management
• Managing the 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
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, Recruitment - and partner to define action plans that resolve issues and drive continuous improvement
• Make sure Team Leaders are compliant with employee coaching and development plans

ADHOC
• To provide regular reports as required to Senior Management outlining achievement against all targets and objectives.
• Approve personnel activities concerning hiring, training, development, and performance management
• 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.


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