Vice President of Operations

Overview

The Opportunity: The Vice President of Operations for New Economy is responsible for overseeing the operational performance, quality, and profitability of the retail account portfolio for 2500 FTEs within Metro Manila and provincial sites of Teleperformance Philippines. The VP of Operations will lead a team of directors, account managers, operations managers, and support staff to deliver exceptional customer service, operational excellence, and business growth for the retail clients. The VP of Operations will directly report into EVP of Operations and collaborate with other senior leaders within the organization to align the retail account strategy with the overall vision and goals of Teleperformance.

Responsibilities

• Manage the day-to-day operations of the retail account portfolio, ensuring that the service level agreements, key performance indicators, and quality standards are met or exceeded.
• Develop and implement operational strategies, policies, and procedures to optimize the efficiency, effectiveness, and profitability of the retail account operations.
• Monitor and analyze the operational performance, quality, and financial results of the retail account portfolio, and provide regular reports and feedback to the senior management and the clients.
• Identify and pursue new business opportunities, revenue streams, and cost savings initiatives within the retail account portfolio, and negotiate contracts and service agreements with the clients.
• Build and maintain strong relationships with the retail clients, and ensure that their expectations and needs are met or exceeded.
• Lead, coach, and motivate a team of account managers, operations managers, and support staff, and foster a culture of collaboration, innovation, and excellence within the retail account operations.
• Coordinate and collaborate with other senior leaders within the organization to align the retail account strategy with the overall vision and goals of the BPO company.
• Ensure compliance with the regulatory, legal, and ethical standards and policies of the BPO industry and the retail sector.

Qualifications

• Bachelor's degree in business administration, management, or a related field. Master's degree or equivalent is preferred.
• At least 10 years of experience in the BPO industry, with at least 5 years of experience in managing retail account operations.
• Proven track record of delivering operational excellence, quality, and profitability for the retail clients.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire, influence, and collaborate with diverse stakeholders.
• Strategic, analytical, and problem-solving skills, with the ability to identify and implement innovative solutions and opportunities.
• Customer-oriented, results-driven, and adaptable, with the ability to handle multiple tasks and challenges in a fast-paced environment.
• Proficient in Microsoft Office, CRM, and other relevant software and tools.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Outsourcing and Offshoring Consulting

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