BPO Associate Director Operations

4 weeks ago

Cebu City, Central Visayas, Philippines Private Advertiser Full time

Job Overview

The Associate Director of Operations is responsible for the Business Unit's day-to-day operating activities, including product and service delivery, Turn Times, SLA Adherence, revenue recognition and growth; expense, cost and margin control, monthly, quarterly and annual financial goal management, group profitability, customer interaction, and efficiency and efficacy metrics.

This role will report to the Country Head and interact with key operational leaders of the business.

Job Role & Responsibilities

  • Establishes quantitative and qualitative metrics, guidelines, and standards by which the Business efficiency and effectiveness can be evaluated

  • Reviews, analyses, and evaluates business procedures and identifies opportunities for improvement

  • Implements policies and procedures that will improve day-to-day operations.

  • Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets to achieve revenue and financial goals

  • Directs and Improves customer service and satisfaction through policy and procedural changes

  • Directs BU operations to meet customer expectations

  • Directs the development and installation of procedures and controls, to promote communication and adequate information flow, and thereby solidify management control and direction of the business unit

  • Establishes the performance goals, allocates resources

  • Demonstrates successful execution of department strategies for products and services

  • Manage relationships/agreements with external partners/vendors

Qualifications & Experience

  • Bachelor's degree

  • 12 -15 years of progressive Operations experience in a multinational organization.

  • At least 5 years of experience in Mortgage Operations in the origination market, Credit Assessment, Underwriting, or similar role

  • Demonstrated the ability to execute plans and projects within budget and timeframes

  • Ability to build and maintain strong credibility with internal clients

  • Effective executive presence and influencing skills

  • Strong analytical and problem-solving skills

  • Process management and data-driven decision making

  • Extensive understanding of the applicable compliance requirements

  • Detail-oriented, organized, and able to multi-task in a fast-paced environment

  • Excellent interpersonal and communication skills (both verbal and written)

Benefits

  • Competitive Base Pay

  • Miscellaneous Allowances

  • Paid Time Off

  • Paid Holidays

  • HMO Benefits

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