Operations Manager

Job overview and responsibilityOPERATIONSBenchmark client's competitors, and provide better solution to clients and customersAble to upsell/cross-sell to the clients to enrich the business features which can add values to their in-house business strategiesTEAM DEVELOPMENTAlways seek ways to develop the performances of the supervisors and direct reports through upskilling initiativesAble to control over the pace and direction of an initiative for operational improvements and sustainabilityCLIENT RELATIONSHIPReflect good understanding about customer needs and client's business to ensure the business solutions are matchedAble to propose new services/business proposition based on client business plan in order to contribute to client business expansionBUSINESS PLANNINGAble to plan and maximize team performances within the budget allocatedDrive the approaches and strategies towards realizing the business planPERSONAL SKILLSDeal with decision-making within their area of responsibility and implement projects that will meet the strategic objectives of the organization.Establish trust and keep good relationship with clients for additional and new business to bring maximized sales and profit.Take ownership for the team performances and improve it through clear communications and delegationsDisplay excellent leadership skills and able to bring the team together and resolve any conflicts, if occurredUse the analytical, fair and critical thinking to make sound decisionOrganize and able to plan sensibly towards achieving the goals and targets setAble to manage composure and tolerate with challenging environmentSet of moral values centered on importance or work and desire to work hardOPERATIONAL SKILLSWell verse with client product or services which can lead to an excellent performance of the teamPossess the related computer literacy and navigation skills to expedite the tasks and maximize productivityMinimize the costs of operation by meeting the quantitative and qualitative requirements and by maintaining standard of resources in responsible projects and department.Able to present the required reports for the managementFormally delivers information & presentation to groups about products & servicesStructure and direct team members work on projects or program to ensure best performance are deliveredAbility to make decisions efficiently to resolve customer's issuesManage the staffing requirements on the operation floor through effective forecasting & scheduling, attendance management, headcount projection and recruitmentAble to use and analyse the performances data to manage the performances at all levelsSTRATEGIC SKILLSWell verse with customer service and contact center operations and able to manage it accordinglyExcellent in managing the clients and stakeholder to ensure expectations been heard and respondedSound confident, competent and efficient to lead to higher possibility of operation effectiveness, greater client and customer satisfactionFRAUD PREVENTION & INFORMATION SECURITYAdhere and ensure project members adherence to company rules and regulations and IT security processes and ensure data confidentiality of all information at all times.Understand non compliance and fraud policies and conduct professionally at all times. Report to management if there is any suspected risk or fraud detected.SECTION C: KEY JOB TASKSDAILYDevelop and improve coaching skills of all leadersManage escalated transactions from clients/customers/team membersReview, plan and update leave requests from all levelsWEEKLY/ MONTHLY/ QUARTERLY/ANNUALYUpdate team members on process and policies changes rolled out by clientParticipate/Organize weekly meeting on project updatesComplete the needs of reporting such as Operations Health Check, EWS Process & it's Analysis etcAble to compute profit and loss of the projectAddress and manage attrition consistently and continuously discuss the progress and ways to improve with OperationsOTHERSAlways seek ways to have discussion on Probationary Scorecard, Operational Policies, setting of expectations etc for further improvementsPrepare, develop and present project's performances to clientRequired skills and experiencesEducationGraduate of Any 4 year courseExperienceWork experience in the same or related role for at least 3 yearsPreferred exposure in the multinational BPO / Call Center industryStrong background in managing customer-centric KPIs (CSAT, NPS, etc.)Preferred skills and experiencesSix Sigma Certification is an advantageWhy 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.Report toSenior OMInterview 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)