Operations Leadership Role

Lead a team of operations managers and/or team leaders, responsible for building and maintaining client relationships, meeting service level agreements, and achieving financial expectations.

• Maintain and grow revenue of program(s); ensure profitability including revenue, margins, billing, seat utilization, and retention
• Ensure program has proficient training, staff development, and effective employee relation/recognition programs
• Selecting, training, developing, and managing performance of direct reports and their associates; planning and assigning work for staff in accordance with organizational policies and legal requirements
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions as needed to meet operational performance
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as required
• Ensure operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partner with Business Development to leverage and expand new business from clients
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams, and offer ongoing developmental support
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA; partner to define action plans that resolve issues and drive continuous improvement
• Maintain relationships with strategic vendors to facilitate open communications, understand changing technologies, and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients; keep up to date through trade shows, industry events, and related activities
• Host Business reviews on a regular basis, communicate overall objectives within common reports (service reports and Operational Efficiency Reports), ensure customer, operational, and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities); hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

• Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement change; flexibility to quickly adapt to changing business needs
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal; ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach, and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Willingness to work a flexible schedule

As a key member of our team, you will have opportunities for growth and development, as well as a competitive compensation package.

Our office is located in PHL Quezon City - Tera Tower 11th Floor.