Associate Manager-Operations
6 days ago
Duties & Responsibilities:
- Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
- Participate in the development and presentation of proposals for business development
- Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
- Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
- Provide excellent customer service and determine the needs of the client.
- Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
- Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
- Manage and drive performance from the Team Leads and Associates in meeting SLAs and KPIs
- Manage program attrition and champions people development
- Analyze performance trends and provide process improvements and resolution
- Collaborate with the Support groups in identifying gaps in the process and providing action plans and resolution
Requirements:
- Bachelor's/college degree in any field
- At least 3 years of operations management experience gained from BPO setting
- Experience in handling financial program will be prioritized
- Applicants must be willing to work onsite in Eastwood, Quezon City
- Amenable with graveyard shift or shifting schedules
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