Cluster Manager

4 weeks ago

Cebu City, Philippines Strategic Office Support Inc. Full time

Overview

Job Title: Cluster Manager

Location: Onsite - Ebloc 3 Bldg, Geonzon St., Asiatown IT Park, Lahug, Cebu City

Department: Operations

Employment Type: Full-Time

Schedule: Shifting Schedule (depending on client needs)

Start Date: ASAP

We are seeking a results-driven and detail-oriented Cluster Manager to oversee the day-to-day operational functions of our organization. The ideal candidate will play a key role in optimizing processes, improving efficiency, managing cross-functional teams, and supporting strategic business initiatives to drive performance and growth.

Responsibilities
  • Build, develop, and manage plans via standards and Client-specific processes.
  • Liaison with Client as needed, communicating account strategy to our internal team and drivingsuccess.
  • Monitor project launch to ensure all components are completed successfully.
  • Identify and document additional process improvement opportunities after transition closure.
  • Ensure business continuity and quality of work prior to and through transition.
  • Ensure agent performance improvement and Client recovery plans are developed and utilized.
  • Systematically identify issues with Client programs and correct.
  • Grow account volume and assist in identifying additional lines of business within Client.
  • Help develop initiatives to increase Client satisfaction and retention.
  • Escalate risks & issues to Operations and Account Managers when needed.
  • Lead and mentor team members; support employee development, engagement, and performance evaluations.
  • Perform other duties as required.
Qualifications
  • At least 3 years of leadership experience
  • Strong track record of meeting operational goals and driving performance across teams
  • Excellent leadership, coaching and people management skills
  • Strong problem-solving, decision-making and strategic planning abilities
  • Exceptional communication and management skills
  • Ability to thrive in a fast-paced and dynamic work environment
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