Operations Manager

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' next
Operations Manager

Role Overview

The
CS
Operations Manager
plays a critical role in overseeing the day-to-day operational activities within the Manila team. Reporting directly to the
Head of Operations
, this role ensures that the team adheres to operational goals, client commitments, and performance standards. The Operations Manager is responsible for managing a team of leaders, ensuring efficiency, driving continuous improvement initiatives, and meeting key performance indicators (KPIs) to maintain high levels of service quality.

This role focuses on optimizing workflows, resolving operational issues, and providing leadership to frontline teams. The Operations Manager also collaborates with the Head of Operations to implement strategic initiatives and improve the overall efficiency of the department.

Key Responsibilities

Operational Leadership and Team Management

• Oversee the daily operations of the Manila team, ensuring adherence to
  service level agreements (SLAs)
  ,
  quality standards
  , and
  productivity goals
  .
• Manage and
  supervise frontline teams
  , ensuring tasks are completed on time and with the highest quality standards.
• Monitor and
  report on team performance
  , identifying areas for improvement and implementing action plans to enhance efficiency and service delivery.
• Provide
  coaching, mentoring, and feedback
  to team members to ensure their professional growth and alignment with company objectives.
• Act as the
  primary point of contact
  for resolving operational issues and escalate issues to the Head of Operations when necessary.

Performance Monitoring and Continuous Improvement

• Regularly assess team performance against key performance indicators (KPIs) and implement strategies to improve operational performance.
• Identify and drive
  process improvement initiatives
  , streamlining workflows to enhance efficiency and reduce operational costs.
• Develop and implement
  standard operating procedures (SOPs)
  to ensure consistent and high-quality service delivery.
• Establish and manage
  performance cadences
  to ensure that performance goals and targets are met consistently.
• Track and analyze
  operational data
  , providing reports to the Head of Operations to drive data-driven decisions and adjustments.

Client Engagement and Satisfaction

• Maintain proactive communication with clients, ensuring their needs and expectations are consistently met.
• Gather
  client feedback
  , relay it to the Head of Operations, and implement action plans to address any concerns.
• Work closely with the Head of Operations to execute client strategies, ensuring alignment on operational goals and client expectations.
• Ensure that client issues or escalations are handled effectively and in a timely manner, maintaining high client satisfaction.

Workforce Management

• Assist in
  workforce planning
  , ensuring adequate staffing levels to meet client demands and operational requirements.
• Manage and optimize
  scheduling and resource allocation
  to ensure that the team is properly resourced to meet KPIs.
• Identify areas where additional training, support, or resources may be needed and work with the Head of Operations to address these gaps.

Change Management and Adaptability

• Support the
  implementation of new initiatives, processes, or technologies
  within the team.
• Lead by example in driving change, ensuring smooth adoption of new practices or policies.
• Foster a culture of
  flexibility and resilience
  , encouraging team members to adapt to evolving business needs and client requirements.

Reporting and Documentation

• Maintain accurate and up-to-date records of team performance, operational issues, and client feedback.
• Prepare and present
  weekly or monthly performance reports
  to the Head of Operations, highlighting achievements, challenges, and areas for improvement.
• Ensure all documentation related to operational procedures, client agreements, and performance metrics is maintained and accessible.

Required Skills & Qualifications

Operational Management Skills

• Proven experience in
  managing operational teams
  in a service-oriented environment, preferably within BPO, outsourcing, or a similar industry.
• Strong knowledge of
  key performance indicat8ors (KPIs)
  ,
  service level agreements (SLAs)
  , and how to manage teams to achieve operational targets.
• Excellent
  problem-solving
  and
  decision-making abilities
  , with a focus on continuous improvement.
• Ability to manage competing priorities and
  drive results
  in a fast-paced, dynamic environment.
• Proficiency in
  performance management
  and employee development, including conducting
  one-on-one coaching
  and
  team meetings
  .

Communication & Leadership Skills

• Exceptional
  communication skills
  , both verbal and written, to effectively engage with clients, team members, and leadership.
• Strong
  leadership abilities
  with the ability to inspire and motivate teams to achieve operational excellence.
• Ability to work collaboratively with
  cross-functional teams
  , including client-facing teams, HR, IT, and other departments.
• Conflict resolution
  skills to address operational issues and team challenges proactively.

Technical & Analytical Skills

• Proficiency with
  data analysis tools
  and the ability to derive insights from performance metrics and operational data.
• Comfortable using
  management software
  (e.g., Excel, ATS, CRM systems) to track and analyze performance.
• Knowledge of
  process optimization techniques
  and tools to streamline workflows and increase efficiency.

Client-Centric Approach

• Ability to manage and
  build client relationships
  , ensuring a strong focus on delivering results and meeting client expectations.
• Experience in handling
  client escalations
  and proactively addressing concerns to ensure high levels of satisfaction.

Adaptability and Change Management

• Ability to adapt to
  change
  and
  drive change
  within the team, promoting new processes, technologies, and improvements.
• Flexibility
  in adjusting strategies or workflows to meet changing client needs or business requirements.

Key Performance Indicators (KPIs)

• Operational Efficiency
  : Achievement of
  SLAs
  ,
  KPIs
  , and quality standards across the Manila operations team.
• Team Performance
  : Individual and team
  productivity levels
  and overall
  performance outcomes
  .
• Client Satisfaction
  :
  Client feedback
  , including satisfaction scores and retention rates.
• Process Improvement
  :
  Implementation of process improvements
  and their impact on service delivery.
• Employee Engagement
  :
  Team satisfaction
  and retention rates, along with professional development and coaching outcomes.
• Operational Reporting
  : Timeliness and accuracy of
  reports
  and updates presented to the Head of Operations.

Note:
This job description is intended to outline the key responsibilities and expectations of the role. It is not an exhaustive list of duties, responsibilities, or working conditions associated with the position.