Operations Director (Ncr)

SUMMARY The Director, Account Operations plans, coordinates, directs and supervises all aspects of the support service delivery for a specific client account. The account can be located over multiple centers in different cities. This position ensures full support to Business unit owner client interaction related to service delivery, planning, ensuring client satisfaction, profitability (Gross Profit and/or Managers Operating Income) and providing account direction.
RESPONSIBILITIES Manage all aspects of client operations including planning, development, implementation, and maintenance for the accountManage day-to-day service delivery through Senior managers / Managers. Provide effective coaching to the managers in a timely manner.Meet or exceed account objectives for revenue, gross profit, quality and customer satisfactionDevelop and maintain client rapport and complete satisfaction with contract and customer servicesDevelop, grow, and maintain employee experience, capability, morale, and job satisfactionMonitor and report performance metrics and client satisfaction to the client, the company, and our employeesAccountable for and manages account performance against profitability objectives, contract metrics and client expectationQUALIFICATIONS Must have strong and effective verbal and written communication skillsMust be able to deal with confidential/sensitive topics appropriatelyMust be a team player and leaderMust be able to successfully manage multiple projects simultaneouslyAt least 1 year of in-role experience as DirectorWilling to work in Metro Manila
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