
Assistant Operations Manager
1 week ago
Responsibilities
- Lead and develop a team of 10–15 FTEs to consistently meet service level agreements (SLAs) and performance targets
- Take full ownership of process execution, ensuring smooth delivery and operational excellence
- Act as a key liaison between Assistant Managers and team members to implement process improvement initiatives that enhance efficiency and productivity
- Conduct process training for new hires and ensure timely onboarding aligned with business requirements
- Monitor service delivery parameters, perform quality checks, and provide timely feedback on errors and performance gaps
- Respond to process-related queries and identify training needs to support continuous learning and development
- Prepare and submit accurate reports to the Delivery Manager (DM) within required timelines
- Drive process improvement strategies and contribute to operational innovation
- Build domain expertise through process accreditation and continuous learning
- Ensure team members reach at least 50% productivity within six months of joining
- Promote ISMS/ISO policy awareness and maintain compliance documentation within the team
- Manage team-related activities in the absence of the Delivery Manager
- Support process migrations through effective remote or onsite training delivery
Qualifications
- 4-5 years of experience in BPO Operations
- Preferred experience in
Annuities, Life Insurance, and Group Pension
processes - Strong knowledge of related products and industry practices is highly desired
- Excellent verbal and written communication skills
- Bachelor's degree required
- Minimum of
2 years' supervisory experience
in a relevant domain - Proven ability in
logical reasoning, analytical thinking, and effective problem-solving
Work setup: Fully onsite
Work location: Bridgetown, Quezon City
Work schedule: Night shift
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