Senior Operations Manager

2 weeks ago

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

Job Title: Senior Operations Manager

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Location: Quezon City, Philippines

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About the Role:

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We are seeking a highly skilled and experienced Senior Operations Manager to join our team at Best Careers and Opportunities. As a key member of our operations team, you will be responsible for leading a team of production specialists in achieving high-quality productivity targets.

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Responsibilities:

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  • Lead and manage a team of production specialists in assigned queues/processes and build a healthy and productive work environment.">
  • Meet assigned productivity and quality targets for the team by driving performance through CPMs, quality, compliance metrics, and employee engagement and retention.">
  • Mentor and troubleshoot team issues as the first level of escalation.">
  • Manage a team of production specialists and ensure they meet their job responsibilities.">
  • Respond to clients and internal stakeholders efficiently and professionally.">
  • Resolve customer complaints and identify priority issues to escalate.">
  • Build strong personal customer rapport and establish engagement to drive positive customer experiences.">
  • Ensure compliance with all company and departmental policies, procedures, and guidelines.">
  • Drive performance for your team and ensure that all client matrices are met according to SLAs. Support service delivery teams in process stabilization.">
  • Identify coaching needs for team members and provide required support and follow-up on a timely basis.">
  • Analyze data short-term and long-term trends, generate reports, create graphical representations, business analytics reports, and management reports.">
  • Create and maintain location-specific customer-facing reports and dashboards.">
  • Work on employee financials (incentives, PBPP, QPLC, etc.), stacks, weekly, monthly, quarterly, and annual performance reports, PMS, and attrition.">
  • Develop action plans to address challenges in meeting CPMs and effectively communicate with clients/end-users.">
  • Understand quality assurance from an operations perspective.">
  • Identify vulnerabilities in products and services and work towards zero penalties.">
  • Recommend improvements based on data analysis and deliver sound SMART recommendations for continuous improvement.">
  • Oversee end-to-end management of the Quality Assurance Specialists team.">
  • Ensure quality sampling targets (ISO) are met, and systems and measures are robust. Collaborate with internal and external stakeholders to deliver on the business' strategic plans related to quality improvement.">
  • Serve as the point person for escalations/queries around remediation work and manage stakeholder expectations.">

Requirements:

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  • ">
  • Operating procedures">
  • Service levels">
  • Process metrics">
  • Cross-functional skills in people management and performance management">
  • Strong analytical reasoning">
  • MIS awareness">
  • Escalation guidelines">
  • Regulatory requirements">
  • Proficient with MS Office (Word, Excel, PowerPoint)">

What We Offer:

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  • ">
  • A competitive salary range of PHP 80,000 - 120,000 per month">
  • A dynamic and supportive work environment">
  • Ongoing training and development opportunities">
  • Opportunities for career growth and advancement">
  • A comprehensive benefits package including health insurance, retirement plan, and paid time off">

About Us:

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Best Careers and Opportunities is a leading provider of innovative staffing solutions. We are committed to delivering exceptional results for our clients and candidates alike. With a team of dedicated professionals, we strive to exceed expectations and make a lasting impact in the industry.

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How to Apply:

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If you are a motivated and experienced leader looking to take your career to the next level, please submit your application, including your full name and active email address, to us. We look forward to hearing from you

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Salary: PHP 100,000 per month

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