Director of Business Solutions

3 days ago

Manila, National Capital Region, Philippines beBeeOperational Full time ₱7,000,000 - ₱9,000,000

Job Title: Operational Excellence Leader

Key Responsibilities:
  • Liaise with top management to set strategic goals and execute necessary actions within established timelines.
  • Cultivate and maintain strong relationships with clients, ensuring their needs and demands are met and addressing any concerns promptly.
  • Determine Client Operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Innovate operational mechanisms including quality management systems, talent management systems, and reporting systems.
  • Develop Operations systems by developing customer interaction and voice response systems, and voice/non-voice networks.
  • Build a self-sustaining team capable of continuous and proactive improvement activities led by innovativeness and challenges.
  • Plan and strategize activities to meet business units' financial objectives by estimating requirements, preparing an annual budget, and analyzing variances.
  • Manage all resources required to maintain existing businesses, new or potential businesses, like human resources, facilities, and systems with cost efficiency.
  • Achieve organization goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
  • Develop new services and solutions based on customer insights, trends in local and global markets to provide better customer experiences and services with cost competitiveness.
Qualifications:
  • Graduate of any 4-year course.
  • 12-15 years of experience as Operation Manager, including 2-5 years Director-level role in a BPO industry handling Sales or Customer Service accounts.
  • Exposure in Technical Support for multinational BPO/Call Center.
  • Ability to set up, transition, and manage Operations forms, mechanisms, policies, procedures, systems, and teams.
  • Strong leadership qualities, analytical and problem-solving, sense of urgency and priority, project management, systematic and organized, meticulous to details, adaptability to pace and change, client focus, and interpersonal skills.
  • Articulate and confident communication skills, listening skills, and ability to pick up voices or signals from employees.
  • Strategized approach to top management of Client for business process improvement, proposal for new services, and negotiation for operational and commercial conditions.
  • Mentoring and developing successors to lead them in the right direction, do the right thing, and by the right way without favoritism, unfairness, or arrogance.
  • Ability to design Operations systems and mechanisms, business processes, and communication strategies with expected outcomes, cost estimates, and project timelines to meet or exceed Client requirements and expectations.
  • Ability to work well under pressure and manage multiple priorities.

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