Operations Manager (Premium Financial Program)
Salary undisclosed
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The Opportunity
Join the dynamic team as an Operations Manager, overseeing the Premium Financial Program at our Cubao, Quezon City location. ou will play a pivotal role in driving operational excellence and delivering exceptional customer experiences.
Key Responsibilities
- Manage the day-to-day operations of the Premium Financial Program, ensuring seamless service delivery and optimal team performance
- Develop and implement strategies to meet and exceed key performance indicators (KPIs), targets, and business objectives
- Lead, coach, and motivate a team of skilled customer service representatives, fostering a positive and collaborative work environment
- Identify and address operational challenges, implementing effective solutions to improve efficiency and productivity
- Analyse and interpret data to make informed decisions, driving continuous improvement across the program
- Collaborate with cross-functional teams to enhance the customer experience and support the overall growth of the business
- Ensure compliance with relevant industry regulations, company policies, and quality standards
What We're Looking For
- Minimum of 3 years of proven experience in a similar Management & Support role within the call centre or customer service industry
- Demonstrated expertise in leading and motivating teams to achieve exceptional results
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions
- Excellent communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels
- Familiarity with premium financial services and products, as well as relevant industry regulations and compliance requirements
- Proficiency in Microsoft Office suite, with the ability to interpret and leverage data to drive operational improvements
- A passion for delivering exceptional customer experiences and a commitment to continuous learning and development
Main Qualifications :
- Operations Manager in a BPO set up for 3-5 years. With at least 1-2 years of experience handling US Financial or Telco as LOB/Campaign as an OM or a supported a major program
The Opportunity
Join the dynamic team as an Operations Manager, overseeing the Premium Financial Program at our Cubao, Quezon City location. ou will play a pivotal role in driving operational excellence and delivering exceptional customer experiences.
Key Responsibilities
- Manage the day-to-day operations of the Premium Financial Program, ensuring seamless service delivery and optimal team performance
- Develop and implement strategies to meet and exceed key performance indicators (KPIs), targets, and business objectives
- Lead, coach, and motivate a team of skilled customer service representatives, fostering a positive and collaborative work environment
- Identify and address operational challenges, implementing effective solutions to improve efficiency and productivity
- Analyse and interpret data to make informed decisions, driving continuous improvement across the program
- Collaborate with cross-functional teams to enhance the customer experience and support the overall growth of the business
- Ensure compliance with relevant industry regulations, company policies, and quality standards
What We're Looking For
- Minimum of 3 years of proven experience in a similar Management & Support role within the call centre or customer service industry
- Demonstrated expertise in leading and motivating teams to achieve exceptional results
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions
- Excellent communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels
- Familiarity with premium financial services and products, as well as relevant industry regulations and compliance requirements
- Proficiency in Microsoft Office suite, with the ability to interpret and leverage data to drive operational improvements
- A passion for delivering exceptional customer experiences and a commitment to continuous learning and development
Main Qualifications :
- Operations Manager in a BPO set up for 3-5 years. With at least 1-2 years of experience handling US Financial or Telco as LOB/Campaign as an OM or a supported a major program