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Senior Operations Manager

1 week ago

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

Job Overview

BEST CAREERS AND OPPORTUNITIES seeks a highly skilled Senior FLM to lead our team and drive process excellence. As a key member of our operations team, you will be responsible for ensuring the smooth execution of client contracts, improving quality parameters, and driving team performance.

About the Role

We are looking for a seasoned professional with exceptional leadership skills, ability to interact with clients, and expertise in process improvement. Your role will involve conducting briefings, preparing performance data, reviewing metrices, and collaborating with internal stakeholders.

Main Responsibilities

  • Ensure process execution aligns with client contracts
  • Conduct daily briefings and debriefs to drive focus on quality and adherence
  • Prepare notes from huddle meetings and share with the team
  • Prepare and share performance data with clients
  • Interact with clients and prepare updates for the team
  • Review performance on key metrices and conduct RCA to improve quality
  • Presentation of weekly and monthly performance data to the manager
  • Collaborate with internal stakeholders to resolve issues and ensure flawless delivery
  • Be part of discussions on forecast and number of agents required
  • Organize fun hours on Friday to promote team engagement
  • Identify opportunities for automation within the account and share with the manager
  • Provide details and data to support automation initiatives
  • Drive team performance on identified metrices
  • Review last 6-8 weeks' performance data and identify low performers
  • Provide feedback and coach outliers/low performers
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support low performers
  • Handhold employees on process performance and monitor for improvements
  • Identify training needs for new joiners and track their progress
  • Conduct process trainings and refresher trainings to bridge capability gaps
  • Coordinate with internal and external stakeholders to ensure compliance and quality
  • Interact with client managers to communicate progress against account plans
  • Participate in monthly review meetings with Account Delivery leadership
  • Work with quality teams to ensure quality improvements as per delivery standards
  • Provide timely assistance in case of escalations and support resolution of issues
  • Effective Team Management
  • Resourcing: Hire adequate and right resources for the team
  • Talent Management: Ensure adequate onboarding and training for team members
  • Manage team attrition
  • Drive diversity in leadership positions
  • Performance Management: Set goals for the team, conduct timely performance reviews, and provide constructive feedback
  • Employee Satisfaction and Engagement: Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement

Requirements

  • Excellent leadership skills
  • Ability to interact with clients and internal stakeholders
  • Expertise in process improvement and quality assurance
  • Strong communication and presentation skills
  • Ability to analyze data and drive insights