Senior Operations Manager

1 day ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time

We are seeking an experienced Senior FLM to join our team at BEST CAREERS AND OPPORTUNITIES. In this role, you will be responsible for leading a team of process experts and ensuring the smooth execution of our operations in the Philippines.

Job Description:

This is a unique opportunity to work with a talented team and contribute to the success of our company. As a Senior FLM, you will be responsible for:

  • Ensuring that our processes are executed as per client contracts;
  • Conducting briefings before every shift to drive focus on key metrics and debriefing at the end of the shift to drive focus on quality and adherence to contract compliance processes;
  • Preparing notes from huddle meetings and sharing them with the team;
  • Preparing and sharing performance data of the team with the client at the end of the shift;
  • Interacting with clients and preparing notes to share updates and changes with the team;
  • Reviewing performance on key process metrics and conducting RCA to improve quality parameters;
  • Preparing presentations on weekly and monthly performance data for the manager to be shared with the client;
  • Collaborating and influencing internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects;
  • Participating in discussions between the manager and WFM team on forecast and number of agents required;
  • Organizing fun hours on Friday for the team to promote team engagement;
  • Identifying opportunities for automation within the account and sharing them with the manager;
  • Providing details and data to the automation team to support the automation initiative;
Key Responsibilities:

In addition to the above responsibilities, the successful candidate will also be expected to:

  • Drive performance of the team on identified metrics of the process;
  • Review last 6-8 weeks' performance data (RAG) and identify low performers;
  • Provide feedback and coach outliers/low performers to improve their performance metrics;
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support low performers;
  • Handhold employees on performance on process and monitor for improvements;
  • Identify training needs for new joiners especially and track their daily progress;
  • Conduct process trainings as well as refresher trainings to bridge capability gaps or address changes from the client's end;
Stakeholder Interaction & Management:

The ideal candidate will have excellent communication and interpersonal skills, enabling them to effectively interact with internal and external stakeholders, including:

  • Coordinating with internal and external stakeholders to ensure compliance and quality in delivery for accounts;
  • Interacting and engaging with client managers to communicate and update progress against account plans, project delivery, etc.;
  • Participating in monthly review meetings with Account Delivery leadership to update them on status and progress of the account;
  • Working with quality teams to ensure quality improvements as per delivery standards of the contract;
  • Providing timely assistance in case of escalations and supporting resolution of escalations/issues;
Effective Team Management:

The successful candidate will be expected to lead and manage their team effectively, focusing on:

  • Resourcing: hiring adequate and right resources for the team;
  • Talent Management: ensuring adequate onboarding and training for team members to enhance capability & effectiveness;
  • Building an internal talent pool and ensuring career progression within the organization;
  • Managing team attrition;
  • Driving diversity in leadership positions;
  • Performance Management: setting goals for the team, conducting timely performance reviews, and providing constructive feedback to direct reports;
  • Employee Satisfaction and Engagement: leading and driving engagement initiatives for the team;
  • Tracking team satisfaction scores and identifying initiatives to build engagement within the team;

We offer a competitive salary and benefits package to the successful candidate. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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