Job Description

• Develops and maintains a communication and engagement model in place to ensure all teams understand the performance of the business.
• Identifies and implements operational best practices through organization-wide interaction; touch-base with colleagues and administrative departments to understand and cascade processes and practice for proper calibration.
• Manages a cluster of accounts that cater to start-up business needs; Works closely with Managers - Service Delivery Team Operations’ needs and implements integration of skills available.
• Reviews organizational productivity objectives in line with the Master Service Agreement and clients’ expectations presented during client-related meetings
• Practices assertive and objective communication towards Top Management and direct reports
• Manages both individual and collective performances of the team to ensure meeting of targets as given by the clients; onboard newly hired Managers - Service Delivery Team Operations executes succession planning as needed
• Displays alignment to core values as delineated by Executive Management and to be cascaded to subordinates and direct reports
• Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the need of the company and in compliance with the standards set by the government and the organizations in which the company is part of
• Process Improvement - great with spreadsheets/ google tools data studio (highly preferred)
• Identifies further opportunities for services and process improvements present under his/her team; Manages leaders in absorbing and communicating account specific updates
• Implements Business Continuity Plan related to operations and suggests revisions, when necessary
• Manifests understanding and executes proper procedures on company-related requirements and tasks; ensure minimal to no finance or payroll dispute
• Executes department's processes and projects properly as planned and agreed with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects
• Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals
• Leads and manages a group of Managers - Service Delivery Team Operations on exceeding the quality delivery of
• the overall operational metrics & headcount increase; Guides and manages Managers - Service Delivery Team
• Operations in the proper account management and shares best practices all the time, contributes high level decisions whenever necessary.
• Formulates ideas essential to the continuous growth of the leaders under his/her delegation and have it presented to the direct superior and tap functional departments to assist in the structuring of programs; Reviews and leads account business reviews; conducts periodic business reviews towards the upper management and drives delegates in conducting business reviews as well
• Displays and executes leadership, people management, communication, and influencing skills expected from a leader in the managerial level and beyond.
• Communicates to clients all staffing-related issues, service disconnects, or other account-specific concerns that
• may have an impact in production or in delivering quality of service to the customers, in the absence of the
• Managers - Service Delivery Team Operations and Client Success Manager
• Understands and exceeds client expectations by proactively managing the overall performance by attending client-related meetings (Kick-off & Check-in calls); drives positive client interactions that will lead to account expansions
• Delivers Client KPIs more than expected which includes day-to-day service levels, customer experience, quality measures, and compliance measures, and ensures that Managers - Service Delivery Team Operations are calibrated with the present standards on coaching, mentoring, and leading.
• Reviews and drives achievement of set quality performance standards (Quality Intervention, exceeding client expectations on KPIs, company set/internal performance standards)
• Demonstrates result-driven character (e.g. business improvements, cost savings, revenue generation)
• Partners with the HR Department to ensure that company policies are observed by all employees and to make proper recommendations through incident reporting in subjecting erring employees to progressive discipline.
• Interacts and collaborates with departments as expected to execute given requirement by the client; the processing of hiring request to the recruitment team
• Conducts timely meeting and session to guide employees from different departments and levels about updates and proper execution of the processes and procedures owned by the department

• Operations Manager in contact center/BPO experience is a must. Internal certification/s prior to application is required.
• 2 years experience as an Operations Manager in a contact center/BPO. -
• Handled projects (for ex : new hire OMs, CSAT Champions)
• Leadership - at least managed 5 team leaders
• Must have an excellent knowledge in setting up goals and concrete SMART action plans for his/her subordinates succession planning
• Has expertise in creating and finalizing processes in relation to Operations. - reports/ project owner
• Must have an excellent knowledge in creating and processing HR and account related documents and procedures pertaining to direct reports.
• Preferably with Client Facing experience presenting Business of his/her accounts.
• Must have excellent experience in recruiting potential team members
• An assertive character that can work independently, yet function in a team environment.
• Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
• Must have advanced knowledge in using office applications such as Gsuites & Microsoft Office.
• Expertise in leading and managing in a fast-paced, rapidly changing environment while managing multiple priorities; Expertise in managing a diverse workforce.
• Experience in budget, forecasts and expense management desired. - preferred
• Strong commercial understanding and previous accountability for profit targets.
• Must have excellent Coaching with triad experience; Must have Coaching Certification