Operations Manager (BPO Service Desk Account)
Salary undisclosed
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Requirements & Qualification:
- Bachelor’s degree (any discipline)
- At least 1 year of overall experience in IT Infrastructure Management/Support or in Enterprise Service Desk/Technical Support environment.
- Proven people development and leadership skills
- ITIL certification or an equivalent combination of education and experience will be an advantage.
- Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days.
- Willing to work onsite in Eastwood, Quezon City.
- Good knowledge of ITSM processes.
- Lean Six Sigma Green Belt training/certification is a good-to-have.
- Experience in structured process improvement methodologies including but not limited to Lean Six Sigma will be a big plus.
- Strong business acumen and the ability to develop and deliver rigorous financial and/or analysis to quantify business case scenarios, options and risks.
- Out-of-the-box thinker to develop tools and processes for best utilization of resources.
- Ability to manage internal and external clients.
- Strong conflict management skills.
- Ability to manage team of TLs and QAs.
- Demonstrate excellent communication skills and ability to present ideas and solutions to the stakeholders in a logical and articulate manner.
- Ability to work within challenging environment with tight delivery timelines.
- Self-motivated team player.
Roles and Responsibilities:
- Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions.
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
- Participate in the development and presentation of proposals for business development.
- Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
- Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
- Provide excellent customer service and determine the needs of the client.
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
- Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
- Manage and drive performance from the Group Team Leads, Team Leads and Associates in meeting SLAs and KPIs.
- People development and management of attrition.
- Analyze performance trends and provide process improvements and resolution.
- Collaborate with the Support groups in identifying gaps in the process and providing action plans and resolution
- Any other tasks assigned by the immediate reporting manager.
Requirements & Qualification:
- Bachelor’s degree (any discipline)
- At least 1 year of overall experience in IT Infrastructure Management/Support or in Enterprise Service Desk/Technical Support environment.
- Proven people development and leadership skills
- ITIL certification or an equivalent combination of education and experience will be an advantage.
- Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days.
- Willing to work onsite in Eastwood, Quezon City.
- Good knowledge of ITSM processes.
- Lean Six Sigma Green Belt training/certification is a good-to-have.
- Experience in structured process improvement methodologies including but not limited to Lean Six Sigma will be a big plus.
- Strong business acumen and the ability to develop and deliver rigorous financial and/or analysis to quantify business case scenarios, options and risks.
- Out-of-the-box thinker to develop tools and processes for best utilization of resources.
- Ability to manage internal and external clients.
- Strong conflict management skills.
- Ability to manage team of TLs and QAs.
- Demonstrate excellent communication skills and ability to present ideas and solutions to the stakeholders in a logical and articulate manner.
- Ability to work within challenging environment with tight delivery timelines.
- Self-motivated team player.
Roles and Responsibilities:
- Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions.
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
- Participate in the development and presentation of proposals for business development.
- Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
- Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
- Provide excellent customer service and determine the needs of the client.
- Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
- Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
- Manage and drive performance from the Group Team Leads, Team Leads and Associates in meeting SLAs and KPIs.
- People development and management of attrition.
- Analyze performance trends and provide process improvements and resolution.
- Collaborate with the Support groups in identifying gaps in the process and providing action plans and resolution
- Any other tasks assigned by the immediate reporting manager.