Chief Program Executive

1 week ago

Manila, National Capital Region, Philippines beBeeOperations Full time $90,000 - $120,000
Senior Operations Manager

We are seeking an experienced Senior Operations Manager to lead and oversee multiple IT service delivery programs within a BPO environment.

This role provides strategic direction and leadership for the IT program, ensuring operational alignment with client expectations and company goals.

  • Provide strategic direction and leadership for the IT program.
  • Serve as the primary point of contact for client stakeholders on operational matters.
  • Manage multiple Tech/IT programs.
Key Responsibilities:Operational Management:

Oversee day-to-day operations across multiple teams supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.

Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.

Create & execute bridge plans for any KPIs that are not meeting target,

Process Improvement & Quality Assurance:

Identify opportunities for process optimization, automation, and continuous improvement.

Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.

People Management:

Lead and develop a team of Operations Managers, Team Leaders, and Support Staff.

Conduct performance reviews, coach for career development, and foster a high-performance culture.

Client Engagement & Relationship Management:

Build strong relationships with client partners and maintain regular communication to ensure satisfaction and address concerns proactively.

Translate client requirements into actionable operational plans.

Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.

Experience in managing cost per transaction accounts is a must.

Provide regular reports on program performance, financial health, and risk management.

Compliance & Risk Mitigation:

Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.

Mitigate risks through proactive incident management and business continuity planning.

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