Essential Qualification and Work Experience:
Overall work experience of 10+ years with at least 3 year experience in upper management role specializing in Banking/Financial Services/ Customer Service or similar in a BPO setting. Experience in multiple verticals including BFSI, Travel, Tech support and any additional verticals would be an added advantage. Ability to analyze data, ask the relevant questions and be able to present details/data to customers and internal stake holders in a mature manner Experience managing a team size of around 2000FTE Strong understanding of P&L, cost management and financial performance. Excellent verbal and written communication skills. Strong supervisory and leadership skills. Extensive knowledge of the principles, procedures, and best practices in the industry. Excellent organizational skills and attention to detail. Strong analytical and problem-solving skills. Proficient with Microsoft Office or related software. Responsibilities:
Oversees the daily workflow of the operations team. Provides constructive and timely performance evaluations. Handles discipline and termination of employees in accordance with company policy. Identifies training needs and ensures proper training is developed and provided. Establishes, implements, and communicates the strategic direction of the organization's operations division. Collaborates with internal departments and stake holders to develop and meet operational goals while supplying expertise and guidance on operations projects and systems. Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials. Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution. Reviews and approves cost-control reports, cost estimates, and staffing requirements for projects. Presents periodic performance reports and metrics to the leadership. Maintains knowledge of emerging technologies and trends in operations management. Performs other related duties as assigned. Seniority level Employment type Employment type Full-time Job function Job function Customer Service Senior Head of Operations - Telco (up to 250,000) Sr. Delivery Operations Manager - Philippines Client Operations Head (Telco) | BGC, Taguig Client Operations Head (Telco) | BGC, Taguig Senior Operations Manager - Bridgetowne, QC Senior Operations Manager - Bridgetowne, QC Branch Operations Head (Metro Manila East Area)#J-18808-Ljbffr
