A Senior Manager for Client Experience is expected to:
Strategy:
? Responsible for overseeing a set of specific clients and delivering the following: EBITDA, Client Growth, Reduced Attrition, Client Net Promoter Score and Employee Net Promoter Score.
? Assist the clients in setting up their Philippines operations and implement performance
management, rewards and recognition, engagement activities, employee development plans
and business continuity.
? Manage sites and ensure that Microsourcing sites are compliant with regulatory requirements.
? Oversee the Client Experience Team composed of Client Experience Managers, CE Account
Managers and CE Specialists and ensure their continuous development to be the best partner
of the clients in running their operation.
? Provide input to Mancom in the creation, development, and improvement of policies and
processes that will help in improving the company.
Growth and Client Experience:
? Expand the size of the operation of the clients by closely working with them and understanding
their business needs. Assist in reviewing their operation- structure, processes, policies, and
introduce necessary improvements.
? Deliver the growth targets for both existing and new clients. Continue to identify opportunities
for growth.
? Oversee the operation of the different departments responsible for the delivery of the services on the site.
Cost and Site Management:
? Maintain account details, keep track of client requests, and provide inputs to client billings that are accurate and on time.
? Oversee the upkeep, and improvements and ensure compliance of the sites to health, safety, and other regulatory requirements.
? Oversee the seat allocation and planning for both the different departments and client operations in the sites.
? Plan and oversee site renovation based on agreement with the clients.
? Implement cost savings in the operation of the site by reviewing site expenses.
? Oversee disbursements of petty cash funds of the site.
Team Management:
? Mentor and develop the assigned CE team to effectively manage workload, client and
employee relationships, and relationship with the rest of the management team.
? Mentor and develop skills and capabilities of the Management team catering to the clients
? Work with the team in implementing a succession plan for the team.
Health & Safety of Our People
? Ensure a safe, healthy, and sustainable workplace for all employees and contractors, report workplace
hazards, and provide a safe and positive workplace.
? Complete all necessary training and compliance requirements and professional development
opportunities.
What it takes to be part of our team:
? Graduate of any Bachelor's degree, graduate studies will be an advantage
? At least 3-5 years experience as Operations Manager
? Excellent verbal and written communication skills, including ability to effectively communicate
with internal and external customers
? Excellent computer proficiency (MS Office – Word, Excel, Outlook and PowerPoint)
? Must be able to work under pressure and meet deadlines, while maintaining a positive attitude
and providing exemplary customer service
? Excellent written and verbal communication skills in the English language
? Willing and able to cover other shifts
? Dependable to be at work during assigned shifts and to complete work as expected
? Ability to work well with a team in a fast-paced, constantly changed environment and follow
instructions from supervisors and senior colleagues
? Ability to work independently and subject to business requirements, additional hours may be required.
? Current driver's license and/or ability to travel to other sites and client appointments
? Will be required to travel and work across various sites
What's in it for you?
• Competitive Total Rewards (Compensation, HMO, Group Life Insurance, and Performance bonuses)
• A very collaborative work culture