Director of Operational Excellence

7 hours ago


Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Title: Director of Operational Excellence

This leadership position focuses on enhancing operational efficiency, driving revenue growth, and delivering exceptional customer experiences through strategic planning, effective leadership, and optimal resource allocation.

Key Responsibilities:
  • Promote operational excellence through strategic planning, contract compliance, and governance mechanisms.
  • Strategic Planning with Senior Stakeholders & Clients:
    • Collaborate with senior leaders to establish strategic and operational plans aligned with account objectives.
    • Develop long-term strategies to expand into new markets and explore alternative revenue streams.
  • Contract Compliance & Adherence:
    • Maintain stringent SLA compliance, ensuring all contracts meet or exceed expectations.
    • Address audit findings proactively, ensuring no significant non-compliance issues arise.
  • Monitor and Review Delivery Parameters:
    • Assess customer goals and performance metrics, aiming to consistently surpass targets.
    • Guarantee exceptional performance and quality across all accounts.
  • Delivery Governance:
    • Regularly review and analyze delivery dashboards/MIS to identify areas for improvement.
    • Share account performance insights with stakeholders, promoting transparency and collaboration.
  • Forecast and Track Key Account Metrics:
    • Invoicing:
      • Timely submission of invoices according to SOW requirements.
      • Resolve any invoicing disputes efficiently.
    • Internal Collaboration:
      • Support activities like RFP responses, capability demos, and customer sales pitches.
      • Identify quick wins through automation and related initiatives.
    • Alignment with Delivery Lead:
      • Ensure margins are maintained, aligning account numbers with commitments.
  • Resource Optimization & Retention:
    • Maximize resource productivity through effective planning.
    • Monitor resource allocation and fulfillment, ensuring seamless delivery.
    • Minimize manpower wastage by collaborating with the delivery head.
  • Capability Building:
    • Enhance customer service capabilities within existing accounts/clients.
    • Develop capabilities within service lines and products as per account needs.
  • Stakeholder Engagement & Management:
    • Facilitate stakeholder coordination for seamless account delivery.
    • Engage with client leadership to communicate progress against account plans and projects.
  • Effective Team Leadership:
    • Resourcing:
      • Recruit suitable resources for the team.
    • Talent Development:
      • Provide necessary training and support for team members to boost capability and effectiveness.
    • Team Dynamics:
      • Encourage diversity in leadership roles.
      • Performance Evaluation:
        • Establish clear goals, conduct regular performance assessments, and offer constructive feedback.
      • Employee Engagement:
        • Foster a positive work environment through engagement initiatives.
        • Monitor team satisfaction and develop strategies to boost morale.
    • Responsibilities & Roles:
      • Address customer escalations promptly.
      • Facilitate operational reporting with clients.
      • Oversee voice and non-voice contact center services.
      • Monitor associate schedule adherence and report issues affecting service levels.
      • Agent transaction monitoring.
    • Desirable Skills:
      • Healthcare domain experience is a plus.
      • Responsible for administrative tasks including reporting.
      • Outstanding communication, presentation, and interpersonal skills.
      • Able to design and implement process improvements incorporating technology and performance.
      • Skilled in planning, prioritization, organization, and client communication.
      • Proficient in contact center applications, workforce management tools, quality software, and related technologies.
      Required Qualifications:
      • Similar role experience.
      • Strong analytical and problem-solving abilities.
      • Excellent communication and interpersonal skills.


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