Operations Director

4 days ago


Quezon City, National Capital Region, Philippines Manulife Full time
Unlock Your Potential at Manulife

The Director for Operations is a key role within our organization, responsible for leading the Operations Team to deliver exceptional customer service and exceed service delivery agreements with various business units. This strategic thought leader creates an environment of high engagement, drives value-added synergies across functional teams, anticipates and addresses risks proactively, and continuously seeks ways to improve performance and processes.

Main Responsibilities:
• Deliver outstanding service levels to all Manulife businesses in all divisions
• Plan and execute performance improvement initiatives
• Manage cost recovery and lead people for high engagement
• Allocate resources for efficiency and manage a large team
• Develop load balancing site strategy and plans with MBPS Site Heads and business units
• Manage talent development, competencies, and effective talent acquisition and retention

About You:
We are seeking a seasoned senior leader with a Bachelor's degree in a related field and cumulative eight+ years of senior leadership experience in a call center or shared service environment. As an ideal candidate, you have at least five years as an Operations/Site Director or equivalent position, strong People Management skills, and experience handling high volume and capacity requirements, managing at least 500 FTEs.

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