Operations Manager

4 weeks ago

Cebu City, Central Visayas, Philippines Wipro Full time

Operations Manager - Cebu (Philippines) - Order management role

  • Supervised and directed service delivery operations to consistently meet contractual and SLA commitments.
  • Ensured strict adherence to contract terms and regulations, emphasizing comprehensive contract compliance.
  • Maintained a vigilant focus on achieving all SLA parameters within the assigned account.
  • Assessed and took proactive measures, including systemic changes, based on internal and external audit findings to prevent major non-compliance issues.
  • Monitored and evaluated project performance across multiple delivery locations and parameters to ensure on-budget and timely delivery without compromising quality.
  • Managed incorporation of service credits, performance incentives, penalties, and penalty waivers into invoices.
  • Analyzed delivery dashboards and management information systems (MIS) across accounts to track progress, predict performance trends, and identify potential concerns.
  • Shared comprehensive account performance data, encompassing operational, quality, and fulfillment parameters, with internal/external stakeholders and senior leadership.
  • Orchestrated regular invoicing in alignment with contractual terms and performance benchmarks.
  • Facilitated the resolution of technical and operational issues, addressing complex project escalations, risks, and early warning signs to prevent revenue loss.
  • Offered guidance and expertise to service delivery managers in resolving daily technical or operational challenges.
  • Acted as the primary point of escalation for issues beyond the service lines' scope.
  • Advised service line managers on technical or operational issue resolution.
  • Managed resource allocation by ensuring seamless client transition, optimal manpower levels, and appropriate skill sets for successful project execution.
  • Monitored and evaluated resource planning and fulfillment to align with account needs and delivery costs.
  • Oversaw the establishment, leadership, and development of a skilled account delivery team.
  • Strategically scheduled training batches to support client deliveries during critical periods.
  • Implemented retention strategies through relevant training and certifications for allocated resources.
  • Collaborated with designated Six Sigma black belts to obtain feedback on account performance and drove continuous improvement initiatives.
  • Led efforts in continuous improvement, proposing initiatives to boost revenue and enhance profit margins.
  • Presented business cases for improvement initiatives to clients for buy-in, when necessary.
  • Enforced a structured cadence for quality, both in processes and transactions.
  • Held regular meetings with clients and delivery teams, focusing on status updates, service level reviews, improvement discussions, and change control.
  • Contributed to revenue growth and profitability by meeting established revenue targets, identifying opportunities for new technology deployment, and proposing growth solutions within existing accounts.
  • Ensured superior service delivery for all products and solutions, striving to achieve approved margin objectives and enhance account profitability.
  • Monitored and addressed financial aspects of accounts to rectify discrepancies and anomalies.
  • Supported Business Head in identifying new opportunities for deploying new technologies, growth solutions, and services within the current client base.
  • Recognized alignment between our portfolio offerings and client business needs, prioritizing and qualifying new opportunities.
  • Managed a portfolio of top-tier client accounts, serving as the main relationship owner responsible for retention and expansion.
  • Orchestrated efficient client onboarding, presenting content strategies and annual delivery plans.
  • Collaborated with the process excellence team to integrate key initiatives into the account strategy, such as Digital and Automation.
  • Provided direction to the team, ensuring alignment with targets through regular calls and adjusting strategies as required.
  • Led the oversight and management of the Profit and Loss (P&L) for the service delivery operations, ensuring financial targets were consistently met or exceeded.
  • Engaged with client leadership to provide updates on account plans, project progress, and more.
  • Attended and facilitated Steering Committee meetings or Client Review meetings to review project dashboards, address escalations, and ensure customer satisfaction.
  • Spearheaded Delivery Transformation initiatives by promoting automation and innovation.
  • Led the deployment of automation-based solutions and service enhancements to add value for clients.
  • Focused on capability development by driving client-specific certifications and training programs.
  • Co-created capability enhancement initiatives with clients, targeting frontline staff and supervisors.
  • Conducted dedicated, tailored training for employees in skill development, soft skills, and leadership.
  • Prioritized employee growth to enhance retention and reduce turnover.
  • Managed resources by hiring the right individuals for the team.
  • Implemented robust talent management practices, ensuring thorough onboarding and training for team members to enhance their capabilities.
  • Developed an internal talent pool, fostering career progression within the organization.
  • Addressed team attrition and worked on promoting diversity in leadership roles.
  • Set performance goals, conducted timely performance reviews, and provided constructive feedback to direct reports.
  • Led engagement initiatives to enhance team satisfaction and morale.
  • Tracked team satisfaction scores and initiated actions to bolster team engagement.
  • Spearheaded Business Continuity Planning (BCP) efforts as a Service Delivery Manager, ensuring the seamless operation and resilience of critical services in the face of disruptive events.
  • Bachelor's degree in business administration, Operations Management, or related field is preferred. Master's degree preferred.
  • Certifications in project management, Six Sigma, or other relevant areas are a plus.Order Management- Level 3

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