Associate Manager-Operations

6 days ago


Manila, National Capital Region, Philippines Tech Mahindra Ltd. (IT) Full time

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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