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ROLE-Manager- Operations
LOCATION-Banilad mandaue , cebu
WORK TYPE-Onsite
SHIFT-Graveyard shift
JOB TYPE-Permanent
EXPERIENCE NEEDED
- Must have OM experience (strong profile at least 2 YRS), with leadership experience of 6+ YRS in BPO
- Green/Black Six Sigma Belt holder
About Us
LanceSoft’s mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.
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
- Amenable to be working on-site
- Amenable to be working in a Night/ Graveyard Schedule
Benefits
- Paid Training
- Competitive Base Pay
- Miscellaneous Allowance Paid Time Off
- Paid Holidays
- HMO Benefits
- Group Life Insurance
- Employee Referral Bonus
Excellent Growth and Advancement
