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Essential Duties
- Promote development of direct reports through continuous training.
- Ensure work is allocated and executed in line with organizational policies and business requirements.
- Manage and review operational reports, including attendance adherence, performance feedback programs (PFP), client scorecards, and metrics management reports, to ensure accuracy and effectiveness.
- Drive process improvement initiatives by identifying risks and integrating automation solutions.
- Promote kaizen initiatives within the business and the organization.
- Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
- Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
- Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.
- Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and Discipline Management.
- Conduct regular one-on-one meetings with direct reports to assess individual and team performance and provide ongoing developmental coaching.
- Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
- Attend and contribute to business reviews with clients, providing valuable insights and feedback.
- Create a positive work environment through employee engagement and resolve any employee relations issues in a prompt and professional manner.
- Minimum of 7 years of proven success in an operations management role in a BPO-setting.
- Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.
- Strong capability in analyzing and improving work processes, establishing actionable plans to achieve specific goals.
- Ability to work well under pressure, maintaining a professional demeanor while following through on tasks to completion.
- Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.
- Strong analytical and strategic-thinking abilities.
- Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
- Willingness to work on a flexible schedule.
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