SVP Operations

2 weeks ago

Ormoc City, Eastern Visayas, Philippines Curran Daly & Associates Full time

VP Head of Operations

We are looking for an experienced Philippines - Head of Operations who will be working closely with our executive team in shaping operational strategies to ensure efficiency, quality of service and drive cost effective management of resources to drive productivity and compliance to meet and exceed revenue target while aligning with the strategic initiatives of the organization.

The Philippines - Head of Operations is responsible for decisions concerning operational strategies and tactics as well as decisions in our aim to be one of the key players in the industry. You should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business committed to productivity and compliance and leading by example.

This on-site role requires relocation to Leyte and oversight of operations across all Philippine sites. You will ensure smooth operations, strategic decision-making, and productivity to exceed revenue targets.

Key Responsibilities

  1. Partner with senior leadership to execute the current corporate strategic plan and develop additional plans.
  2. Ensure performance, strategy, and alignment of the company's revenue-generating departments.
  3. Develop and implement strategic plans and objectives for the account, aligned with the company's vision and mission.
  4. Monitor and analyze the account's financial and operational metrics, such as revenue, margin, service level, quality, productivity, and customer satisfaction.
  5. Identify and resolve any issues or risks that may affect the account's performance, compliance, or reputation.
  6. Establish and maintain strong relationships with clients, understanding their needs and expectations, and providing solutions and recommendations to enhance their satisfaction and loyalty.
  7. Lead and motivate the account's operations team, providing guidance, coaching, feedback, and recognition.
  8. Collaborate with other departments and functions within the company, such as finance, IT, HR, quality, and business development, to ensure the smooth and efficient operation of the account.
  9. Stay updated on the latest trends and developments in the financial industry and the BPO sector and implement best practices and innovations to improve the account's competitiveness and value proposition.

Skills, Knowledge and Expertise

  1. Post Graduate Degree / MBA Degree.
  2. At least 15 years of experience in the BPO industry, with at least 5 years of experience in a senior management role for a financial account and operated successful startup operations in the Philippines.
  3. Excellent financial analysis and budgetary skills.
  4. Ability to modify and refine service plans and operational practices to meet changing customer requirements or process improvements.
  5. People Management Skills and experience managing multiple portfolios and projects.
  6. Proven track record of managing and growing a large-scale and complex financial account, with demonstrated results in achieving and exceeding financial and operational goals.
  7. Strong knowledge and understanding of the BPO Industry, its products, services, regulations, and challenges.
  8. Excellent communication, presentation, negotiation, and interpersonal skills, with the ability to communicate effectively with clients, stakeholders, and team members at all levels.
  9. Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower the account's operations team.
  10. High level of analytical, strategic, and decision-making skills, with the ability to identify and implement opportunities for improvement and innovation.
  11. High level of integrity, professionalism, and ethical standards, with the ability to uphold the company's values and reputation.
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