Senior Operations Manager

1 day ago

Taguig, National Capital Region, Philippines CWT Full time

Responsible for the overall operations and for the delivery of the operational goals and metrics. Senior Operations Manager need to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.


• Required to manage (in partnership with the wider business team) multiple clients to deliver an outstanding 'Customer Experience'.


• Manage daily operations in accordance with CWT policies, procedures and client SLAs to ensure a high quality of service. Responsible and accountable for the operational performance of the client areas and for exceeding targets of all required metrics.


• Proactively implement strategies for Service delivery and Cost saving measurement and ensure revenue opportunities are maximized, working in conjunction with Account Managers


• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream


• Manage team performance and development including succession planning and mentoring


• Manage, inspire and motivate a number of Operation Managers to ensure operational excellence, high employee engagement and service improvement is achieved.


• Performs other duties that may be assigned from time to time.

Education and Experience


• Bachelor's degree in related course


• At least 3 years of experience on Operations Manager position or of similar level with a proven successful record of leading the team of minimum 20 people


• Comprehensive senior consulting and operations experience

Certificates, Licenses, Registrations


• Lean Six Sigma Green Belt or Black Belt expertise is an advantage

Knowledge


• In-depth knowledge of front line CWT tools and processes; industry trained, including Sabre experience; Amadeus or Travelport experience will be an additional asset


• At least basic financial background and knowledge related to cost control and budgeting process  

Skills


• Excellent leadership, people management, communication and influencing skills at a senior level


• Strong customer service and problem solving skills


• Quality, process and automation oriented with very good analytical skills;


• Excellent communication and presentation skills

Abilities


• Ability to manage one or more functions such as customer service, staffing, problem resolution and policy interpretation


• Ability to interpret, communicate, apply and administer a variety of company policies in relation to staff and operational

requirements


• Ability to manage performance and internal staff knowledge


*LI-DJA

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