Operations Manager

7 days ago

Cebu City, Central Visayas, Philippines Moder Full time ₱80,000 - ₱120,000 per year

About Us

Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology.

We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries.

Moder offers end-to-end or component-based outsourcing. We can do everything from managing one off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who've been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team.

We're an American-owned company based in the US with offices in India, and the Philippines.

Job Overview

The Manager will be responsible for a specific Operations Department managing global day-to-day operating activities, product and service delivery, turn times, SLA Adherence, revenue recognition and growth; expense, cost and margin control, monthly, quarterly and annual financial goal management, group profitability, customer interaction and efficiency and efficacy metrics.

Job Role & Responsibilities

  • To deliver to the client - metrics of productivity, quality, and time
  • Day to day management and oversight of the business unit's functioning out of the Philippines operating center
  • Running the "Centre of Excellence" delivery ops for production across Philippines
  • Maintaining Client Service Level Agreement Standards (SLA's) & client satisfaction
  • Work with Operations and Relationship Managers to identify the client's needs and implement processes and procedures to meet those needs
  • Assess technology needs related to the management, service and quality measurements and related reporting capabilities for internal and customer use
  • Maintain internal policy and procedures for management
  • Communicate policies, procedures, and industry changes to Affiliate Network
  • Review and suggest computer system improvements to technical staff and work to implement
  • Implement internal and external procedures and continually update processes to ensure maximum customer satisfaction and efficiency at the lowest cost
  • Prepare and deliver performance reviews, coaching, and discipline when necessary
  • Hire, train, develop, and motivate staff
  • Perform other operational duties as requested

Qualifications & Experience

· Bachelor's degree in Business, Finance, or other related fields.

· Excellent written and oral communication skills

·    6+ years of experience in a leadership role for contact centers, Mortgage Domain preferably Servicing Operations

· Strong information analysis and ability to interpret capabilities (ability to present detailed

· technical analysis, assumptions, and recommendations succinctly)

· Exceptional problem solving, task prioritization, follow-up, and quick learner

· Ability to work in a fast-paced, high-pressure environment with dedication, passion, and

· motivation

· Good exposure to MS Office (Excel and PPT)

· Confidence and skillful negotiating skills

· Experience starting up a new business in BPO – preferably in BFSI industry a plus

·       
Candidate must be based in Cebu City or nearby cities.

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