General Manager Operations

2 weeks ago


Manila, National Capital Region, Philippines IGT Solutions Full time
General Manager Operations - Transport & Hospitality

About Us:

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. IGT provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies.

Job Position: General Manager Operations (Site Leader) – Transport & Hospitality

Profile: Prefer Diversity profile

Reporting to: Vice President, Global CX Operations and Transformation

Job Responsibility:

IGT Solutions is looking for a General Manager of Operations to lead its Travel Digital CX Operations with experience of managing site level operations and P&L effectively. The position is responsible for the overall leadership of the Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

Education and Essential Experience:

  1. 15+ years of experience in CX Operations, Contact Center Operations, BPO Operations (Transport & Hospitality)
  2. Deep knowledge and understanding of the BPO/Contact Centre operations, P&L Management, People Leadership along with Competition & Market trends in BPO industry
  3. 5+ years of experience as Director/AVP, GM/Head Customer Contact Center Operations, in Travel Domain CX Operations
  4. Managed 500+ FTE across Voice, Chat, Back-office and other Omni channel Digital BPO Customer Operations
  5. Experience in effective P&L management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins
  6. Accountable and responsible to Present Business Reviews to the Clients and internal leadership.
  7. Strong ability to Implement Operational strategy and Governance at a site level and drive entire Operations.
  8. Education – Bachelor's Degree from a recognized university with MBA/Masters Degree (preferred)
  9. Willingness to work in a 24x7 environment (5 days working US shifts necessary)
  10. Proven ability to build, manage and foster a One Global Team culture and Great Place to Work environment.
  11. Ability to understand Staffing adherence and Schedule Adherence
  12. Proven ability to work creatively and analytically in a problem-solving environment.
  13. Excellent communication (written and verbal) and interpersonal skills

Primary Job Responsibilities:

  1. Oversee and direct site management and operational leadership for global travel business account.
  2. Analyze workflow to identify inefficiencies, develop policies to improve the process, implement change, and track progress.
  3. Deliver 100% to the client set contractual goals of service delivery and meet/exceed the financial and operational goals set by the organization.
  4. Create and present business reviews to the Client and internal leadership on a weekly/monthly basis.
  5. Responsible for profitability of the current program.
  6. Manage people and develop a cohesive culture of respect, trust, integrity, recognition and teamwork.
  7. Proven experience in operational process management, change management and administrative leadership roles.
  8. Partner with Global Leadership, key client stakeholders and internal leadership teams in developing procedures.
  9. Work with cross functional/global teams to achieve set KPIs and KRAs.
  10. Drive Continuous improvements and innovations to enhance quality, CSAT.
  11. Responsible for all aspects of operations including meeting key performance metrics, managing staffing, and delivering excellent client services.

Personal Style Enablers:

  1. Ability to motivate and inspire site/global teams.
  2. Innovative and able to foresee business trends.
  3. Excellent people manager with a collaborative work style.
  4. Confident and flexible with the ability to work in a fast-paced environment.
  5. Show integrity in all aspects of the position.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status.

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