Assistant Operations Manager

2 weeks ago

Quezon City, Philippines Risewave Consulting Inc. Full time

  • Lead and develop a team of 10–15 FTEs to consistently meet service level agreements (SLAs) and performance targets
  • Take full ownership of process execution, ensuring smooth delivery and operational excellence
  • Act as a key liaison between Assistant Managers and team members to implement process improvement initiatives that enhance efficiency and productivity
  • Conduct process training for new hires and ensure timely onboarding aligned with business requirements
  • Monitor service delivery parameters, perform quality checks, and provide timely feedback on errors and performance gaps
  • Respond to process-related queries and identify training needs to support continuous learning and development
  • Prepare and submit accurate reports to the Delivery Manager (DM) within required timelines
  • Drive process improvement strategies and contribute to operational innovation
  • Build domain expertise through process accreditation and continuous learning
  • Ensure team members reach at least 50% productivity within six months of joining
  • Promote ISMS/ISO policy awareness and maintain compliance documentation within the team
  • Manage team-related activities in the absence of the Delivery Manager
  • Support process migrations through effective remote or onsite training delivery
Qualifications
  • 4-5 years of experience in BPO Operations
  • Preferred experience in Annuities, Life Insurance, and Group Pension processes
  • Strong knowledge of related products and industry practices is highly desired
  • Excellent verbal and written communication skills
  • Bachelor’s degree required
  • Minimum of 2 years’ supervisory experience in a relevant domain
  • Proven ability in logical reasoning, analytical thinking, and effective problem-solving

Work setup: Fully onsite

Work location: Bridgetown, Quezon City

Work schedule: Night shift

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