Associate Manager-Operations

Duties & 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.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• 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.
• Manage and drive performance from the Team Leads and Associates in meeting SLAs and KPIs
• Manage program attrition and champions people development
• 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

Requirements:

• Bachelor's/college degree in any field
• At least 2 years of operations management and people development experiences gained from BPO or shared-service setting
• Experience in handling financial program will be an advantage
• Applicants must be willing to work onsite in Eastwood, Quezon City
• Amenable with graveyard shift or shifting schedules

Duties & 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.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• 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.
• Manage and drive performance from the Team Leads and Associates in meeting SLAs and KPIs
• Manage program attrition and champions people development
• 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

Requirements:

• Bachelor's/college degree in any field
• At least 2 years of operations management and people development experiences gained from BPO or shared-service setting
• Experience in handling financial program will be an advantage
• Applicants must be willing to work onsite in Eastwood, Quezon City
• Amenable with graveyard shift or shifting schedules