Process Manager

7 days ago

Manila, National Capital Region, Philippines Taio Connect Full time $70,000 - $120,000 per year
About TAIO

TAIO is a bespoke BPO that builds and manages teams for companies around the world, from various industries including healthcare, non-life insurance, IT Consultancy among others. Our mission is to connect people who work together to grow and become successful.

Key Responsibilities

  1. Operations Management

  2. Oversee daily operations of the BPO team to ensure SLA adherence and quality service delivery

  3. Analyze operational performance metrics and implement continuous improvement strategies
  4. Liaise with internal and external stakeholders to ensure alignment of goals and expectations

  5. Identify resolve bottlenecks or inefficiencies in workflows

  6. Process Design & Documentation

  7. Map, document, and standardize key operational workflows and SOPs.

  8. Collaborate with subject matter experts to define best practices and compliance standards.
  9. Continuously audit processes for improvement and scalability.

  10. Ensure version control and easy access to process documentation.

  11. Training & Development

  12. Design and develop training materials including manuals, e-learning modules, SOPs, and FAQs.

  13. Conduct onboarding and refresher training sessions for new and existing team members.
  14. Create evaluation tools to measure the effectiveness of training programs.

  15. Collaborate with QA and team leads to identify knowledge gaps and address them with targeted training.

  16. People & Performance Management

  17. Support recruitment, onboarding, and mentoring of new team members.

  18. Track individual and team performance; provide coaching and feedback where needed.
  19. Foster a culture of accountability, engagement, and continuous improvement.
Required Qualifications
  • 4+ years of experience in BPO operations, preferably in a managerial or training-focused role.
  • Proven experience in process mapping, SOP creation, and training development.
  • Strong project management and communication skills.
  • Familiarity with performance metrics, SLAs, and workforce management tools.
Preferred Qualifications
  • Experience with remote or distributed BPO teams.
  • Certification in Six Sigma, Lean, or process improvement methodologies is a plus.
  • Experience in change management and scaling teams during growth phases.

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