Senior Operations Executive

5 hours ago

Cebu City, Central Visayas, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Title: Senior Operations Executive

The primary objective of this role is to drive revenue growth, optimize process efficiency, and ensure exceptional customer experience through effective leadership and supervision of daily operations and personnel, strategic planning, contract compliance, resource allocation, and capability development for an account.

Key Responsibilities:
  • Drive process efficiency and cost-effectiveness through strategic planning, contract compliance, and governance mechanisms.
  • Strategy Planning with Senior Stakeholders & Clients:
    • Collaborate with leaders to provide strategic and operational plans associated with the account.
    • Develop a comprehensive strategy for the coming years by identifying new geographies for alternate revenue streams.
  • Contract Compliance & Adherence:
    • Ensure all SLA parameters are met in the account and maintain a green card at all times.
    • Review and drive appropriate actions/systemic changes on internal and external audit findings to ensure no major non-compliances are cited.
  • Monitor and Review Delivery Parameters:
    • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project.
    • Ensure a green card for all accounts in terms of performance and quality.
  • Delivery Governance:
    • Monitor and review delivery dashboards/MIS across accounts to track progress and identify potential red flags.
    • Participate and share account performance across operational, quality, and fulfillment parameters with internal and external stakeholders.
  • Forecast and Track Key Account Metrics:
    • Invoicing:
      • Timely submission of invoices to the client as defined in the SOW.
      • Provide information required and resolve any invoicing issues raised by the client.
    • Work with Internal Teams:
      • Support activities such as RFP response, doing use capability demonstrations, and participating in customer calls to sell solutions.
      • Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable).
    • Cadence with Delivery Lead:
      • Ensure margins are met and the account numbers are at par to what is committed.
  • Resource Allocation & Retention:
    • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
    • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.
    • Optimize manpower and minimize leakages by working closely with the delivery head.
  • Capability Development:
    • Build people capability to ensure superior customer service levels of the existing account/client.
    • Develop Capability within Service Line and Products as per account requirements.
  • Stakeholder Interaction & Management:
    • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts.
    • Interact and engage with the client leadership to communicate and update progress against account plan, project delivery, etc.
  • Effective Team Management:
    • Resourcing:
      • Hire adequate and right resources for the team.
    • Talent Management:
      • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness.
    • Manage Team Attrition:
      • Drive diversity in leadership positions.
      • Performance Management:
        • Set goals for the team, conduct timely performance reviews, and provide constructive feedback to own direct reports.
      • Employee Satisfaction and Engagement:
        • Lead and drive engagement initiatives for the team.
        • Track team satisfaction scores and identify initiatives to build engagement within the team.
    • Roles & Responsibilities:
      • Handle Customer Escalations.
      • Interface with client for operational reporting.
      • Manage teams for voice and non-voice contact center services.
      • Monitor schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels.
      • Transaction monitoring of agents.
    • Desirable Skills:
      • Experience in Healthcare domain would be an added advantage.
      • Responsible for administrative aspects including reporting.
      • Superior communication (oral, written), presentation, and interpersonal skills.
      • Demonstrate ability to develop and implement process enhancements including technology and performance.
      • Ability to plan, prioritize, organize, and communicate with clients.
      • Proficiency in voice and non-voice contact center applications, Work-force management applications, Quality tools, and technologies, and other related Voice and Non-voice Contact Centre software.
      Required Qualifications:
      • Relevant experience in a similar role.
      • Strong analytical and problem-solving skills.
      • Excellent communication and interpersonal skills.

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