Operations Manager

3 weeks ago

Metro Manila Philippines Cognizant Full time

Overview

Job Title

Service Delivery Manager

Core Competencies
  • Operating Systems; Windows 7, 8 and 10 / 2K Server certifications
  • Strong Customer service skills with at least 10 years of experience in BPO/BPS industry and at least 5 years in Retails and Hospitality industry
  • Excellent written and verbal communications skills (English)
  • Experience in managing people, appraisals etc.
  • Ability to follow through on projects assigned
Other Requirements
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Willing to work in 24x7 environment
  • Good Analytical & Coordination skills are essential.
  • Basic Customer service skills
  • Basic understanding of Computers and Troubleshooting skills required.
  • Customer service orientation and ability to work in a team
  • Good interpersonal and communication skills
  • Customer service orientation and ability to work in a team
  • Excellent Soft skill, Communications skills (Voice & Email) to handle global customers
  • Ability to perform in adverse situations
  • Ability to facilitate appropriate management actions relative to higher order issues such as Ticket Escalation, Service Desk employee workflow or similar, customer/franchisee relationship management.
  • Ability to perform in adverse situations and manage a crisis event as well as meet compliance requirements for BCP planning.
  • Experience in managing people, appraisals etc.
  • Ability to perform in adverse situations and manage a crisis event as well as meet compliance requirements for BCP planning.
  • Good interpersonal and communication skills, preferably with exposure to Franchisee Management
Detailed Role & Responsibilities
  • First point of escalation for operational issues
  • Prepare client status reports and participate in Dunkin’ Reviews
  • Identify and mitigate Operational Risks
  • Metrics Collection & Analysis
  • Participate in review meeting, identify improvement plans and track it till closure
  • Ensure Resource Optimization
  • Ensure Resource Engagement & Skill Enhancement
  • 3rd Party Vendor Management and 3rd Party Escalation Management
  • Knowledge Improvement and Retention Management
  • Manages reporting portals and assist in risk identification processes
  • Responsible for continuous improvement in the overall processes
  • Ensures compliance with the company’s and client’s processes and tools, including system changes
  • Responsible for mentoring, training, evaluating, and developing the staff; Provides coaching and development opportunities, and addresses performance issues as appropriate; Monitors progress towards goals; Provides immediate and direct feedback to the team to ensure full compliance
Candidate Qualification

Educational Requirement

  • Graduate Degree Holder
  • Relevant Experience and Minimum 8-10 of Years
  • 5+ Years of Technical Support Experience in Managerial Cadre
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