Senior Business Process Manager

7 days ago

Ayala Alabang, National Capital Region, Philippines beBeeoperations Full time
Job Description

We are seeking a seasoned Operations Manager to join our team. The ideal candidate will have a proven track record of successfully managing people and processes to drive business results.

  • The successful Operations Manager will oversee the day-to-day operations of our program, ensuring that both the workforce and business processes are aligned to meet organizational goals.

  • They will be responsible for providing ground-level assessment and recommendations on processes with respect to process re-engineering.

  • The role requires extensive interaction with business users, senior management, and IT personnel.

  • The Operations Manager will lead client engagements, ensuring consistent service delivery.

  • They will regularly review employee performance and departmental outputs to ensure goals are being met, and identify areas for improvement.

  • Creating account strategies to maximize client satisfaction, business impact, employee engagement, and human capital development is also key to this role.

  • The Operations Manager will lead Assistant Managers based on evaluation of metrics performance and non-metrics-based parameters; and develop corresponding action plans. Providing periodic feedback and coaching is essential.

  • Conducting quarterly and annual appraisals for Assistant Managers is also part of this role.

  • Daily touch point on Attendance is crucial in this position.

  • Working with AMs and WF team daily to manage SLAs and KPIs is another key responsibility.

  • Fortnightly coaching and performance discussion with AMs is also required.

  • Weekly performance discussion with the client is an essential part of this role.

  • Overall POC in managing client escalation trackers and ensuring timely feedback, actions taken, and closure is also key.

Required Skills and Qualifications

  • A minimum 15 years of education with a graduation degree/diploma or equivalent is required.

  • Minimum three years of relevant work experience is necessary.

  • Demonstrating experience and capability to manage projects independently is essential.

  • Strong people management and leadership skills are required.

  • Capability to conduct an appraisal discussion and assess different levels of performance and potential is also needed.

  • Excellent written and verbal communications skills are necessary.

  • An appreciation of the domain needs of the process and its key drivers is required.

  • A reasonable level of business perspective regarding the internal functioning of BPO (business process outsourcing) and Supplier's organization is necessary.

  • Good networking capability and client-facing skills are also required.

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