Operation Director

Job overview and responsibilityRole Functions:Liaise with top management to make decisions for operational activities, set strategic goals and execute necessary actions within established timeline.Cultivate and maintain strong relationships with clients, ensuring their needs and demands are met and addressing any concerns promptly.Determines Client Operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Innovate operational mechanism including quality management system, talent management system and reporting system by utilizing new approach, new technology and/or new architecture.Develops Operations systems by developing customer interaction and voice response systems, and voice/non-voice networks; utilizes planning and controlling implementations, and prepares Operations performance reports by collecting, analyzing, and summarizing data and trends.Build a team that is self-sustaining and capable of continuous and proactive improvement activities lead by innovativeness and challengesPlans and strategizes activities to meet business units financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Manages all resources which are required to maintain the existing business and, new or potential business, like human resources, facilities and systems with cost efficiency.Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Develop new services and solutions based on customer insights, trends in not only the local market but also global market in order to provide better customer experiences and services with cost competitiveness.Develop and maintain budgets and financial reports with revenue forecast by analysis between plan and actual, and verify invoices for Client to ensure any errors or delay in invoices.Manage any kind of risks in entire company and prevent incidents which have business impacts.Required skills and experiencesGraduate of any 4 year courseHas years experience as Operation Manager including 2- 5 years Senior level Management in a BPO industry handling Sales or Customer Service accounts.Exposure in Technical Support for the multinational BPO / Call CenterAbility to set/start up and transition the Operations forms, mechanisms, policies and procedures, systems and teamStrong leadership qualities, such as but not limited to, analytical and problem solving, sense of urgency and priority, project management, systematic and organized, meticulous to details, adaptability to pace and change, client focus and interpersonal manifested in syndication and collaborationArticulate and confidence in communication skills, and listening skills including picking up voices or signals from employeesStrategized approach to top management of Client for business process improvement, proposal for new services, and negotiation for operational and commercial conditions including pricing.Mentoring and developing successors to lead to right direction, to do right thing and by right way based on management philosophy and without favoritism, unfairness or arrogance.Ability to design Operations system and mechanism, business process, and communication strategies with expected outcome, cost estimate and project timeline to meet or exceed Client requirements and expectations.Preferred skills and experiencesAbility to work well for challenges, under pressure and manage multiple priorities.Why Candidate should apply this positionAllowancePHP monthly rice allowance from Day 1HMODay 1 coverage + 1 free dependentOptional to enroll one more (premium will be salary deducted)10 VL (earned monthly)10 SL (earned monthly)Annual Leaves1 Birthday Leave3 Emergency Leaves (supporting docs required) from Day 1Other Govt-mandated leavesAnnual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.If candidate is an expat: Company will cover work permit + visa costs + accommodation + transport allowance + 1-way flight ticket,Report toEVPInterview processScreening, online exam and creation of PPT (TCAP will provide a template or mock data to use) ->Initial Interview and Excel Exam - Final Interview - Client Interview (depending on the project)