Operations Manager

14 hours ago

Taguig, National Capital Region, Philippines Sun Life Global Solutions – Philippines Full time ₱1,500,000 - ₱2,500,000 per year

OVERALL PURPOSE:

The Operations Manager oversees both voice and back-office teams assigned in PH Operations. This role is crucial in ensuring efficient and high-quality service delivery across our customer-facing and internal operational processes.

RESPONSIBILITIES:

Business Operations
  • Oversee daily operations of both voice (call center) and back-office teams
  • Develop and implement strategies to improve operational efficiency and customer satisfaction
  • Monitor key performance indicators (KPIs)
  • Analyze operational data to identify trends and areas for improvement
  • Collaborate with other departments to streamline processes and enhance cross-functional efficiency
  • Ensure compliance with regulatory requirements and company policies
Team Management
  • Lead, motivate, and develop a team of supervisors and staff across voice and back-office operations
  • Set clear performance expectations and goals for team members
  • Conduct regular performance evaluations and provide constructive feedback
  • Identify training needs and implement development programs
  • Foster a positive work environment that promotes teamwork and continuous improvement
Process Improvement
  • Identify and implement process improvements to enhance productivity and quality
  • Lead continuous improvement initiatives using methodologies such as Lean or Six Sigma
  • Develop and maintain standard operating procedures (SOPs)
  • Stay updated on industry best practices and technological advancements

Stakeholder Management

  • Liaise with internal departments and external partners to ensure smooth operations
  • Prepare and present regular reports to senior management on operational performance
  • Manage vendor relationships related to operational activities

QUALIFICATIONS AND COMPETENCIES REQUIRED:

  • University degree (4-year course)
  • Call Centre experience, 4-6 years specializing in Contact Center operations
  • Proven track record in managing both voice and back-office operations
  • Strong leadership and team management skills
  • Excellent analytical and problem-solving abilities
  • Proficiency in data analysis and performance metrics
  • Solid understanding of customer service principles and best practices
  • Experience with process improvement methodologies (e.g., Lean, Six Sigma)
  • Strong communication and interpersonal skills
  • Ability to work effectively in a fast-paced, dynamic environment
  • Proficiency in Microsoft Office suite and familiarity with CRM systems

ASSETS:

  • Understanding of Six Sigma and/or Lean environment
  • Experienced in leading client experience-based processes on CSAT and NPS
  • Highly skilled with MS Excel/Word and PowerPoint
  • Experience in transitioning new processes will be an advantage

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