Senior Service Delivery Manager/Senior Operations Manager

2 weeks ago

Ortigas, Philippines Ben edictio Full time ₱840,000 - ₱1,200,000 per year

Responsibilities:

  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Partnering with Business Development to leverage and expand new business from client(s)
  • Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
  • Conduct all defined and required process compliance and adherence to all team members, partners and third-party providers.
  • Conduct regular one-on-ones with direct reports to review individual and team performance and offer on going developmental support
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities

Qualifications:

  • Minimum 2 years as a Senior Service Delivery Manager/ Senior Operations Manager role; minimum 10 yrs in Intl BPO.
  • Experience managing accounts under Customer Service, Technical Support and Ecommerce business model and well versed in dealing with high volume of transactions in a BPO setting.
  • Deep understanding of BPO operations, including metrics like SLA, KPIs, and quality management.

Job Types: Full-time, Permanent

Pay: Php70, Php100,000.00 per month

Work Location: In person

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