Business Operations Lead

1 week ago

Pasay, Philippines TSA Group Full time

Overview

The Business Operations Lead plays an integral role in executing TSA's purpose. The Business Operations Lead acts as a strategic partner to the Channel Manager, providing operational insight, project support, and coordination across shared services. This role plays a critical part in enabling the Channel Manager to manage increased scope and scale by consolidating work types, streamlining communication, and ensuring operational alignment-while also supporting Operations Managers by absorbing operational complexity and enabling them to focus on leadership priorities.

Key responsibilities include leading small scale projects, continuous improvement initiatives, facilitating process mapping and root cause analysis workshops if required, and supporting change management efforts. The ideal candidate possesses strong analytical skills, a deep understanding of operational frameworks, and the ability to influence stakeholders at all levels.

Responsibilities
  • Lead small scale projects, continuous improvement initiatives, facilitate process mapping and root cause analysis workshops if required, and support change management efforts.
Essential
  • 3-5 years of combined experience in Operations Management, QA + Process Improvement, preferably in a BPO set-up. Experience in a telco program is an advantage Excellent oral and written communication skills
  • Advance presentation skills
  • Has strong data analytical skills
  • Can build database and Cl tools
  • Can create processes and policies
  • Has strong problem-solving and project management skills
  • Can work with minimal supervision
  • Superb skills in Excel - A MUST
  • Working knowledge in PowerB - ADVANTAGEOUS
Desirable
  • Insurance/Sales/ Service Experience
  • Contact Centre Experience
Qualifications
  • Good Character - Respectful, open, honest, transparent and authentic, with integrity
  • Courage - Takes accountability, responsibility and ownership for the client and teams
  • Personable with a positive attitude and sense of humour
  • Highly motivated, goal orientated, focused and driven
  • Excellent communication skills and a collaborative style - Comfortable communicating with stakeholders and building relationships at all levels of the organisation
  • Belief that excellent customer experience and advocacy is paramount
  • Confidence, resilience and calmness under pressure
  • Commercial acumen - Analytical & Logical
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