Job Information
Support Services Group Sr. Operations Manager in Manila, Philippines
Support Services Group is looking for a highly energetic and collaborative Sr. Operations Manager. The Sr. Operations Manager is responsible for leading a set of Operations Managers to deliver the overall operational metrics and targets as defined by our clients. Must be able to drive business improvements, cost savings and revenue generation.
Responsibilities will include:
Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
To proactively maintain regular engagement with key client contacts in line with client expectations.
Ensure delivery of Client KPIs/Sales targets including day-to-day service levels, customer experience, quality measures and compliance measures.
Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized.
To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams.
Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics.
The continuous identification implementation of operational best practice through interaction with the wider team.
Motivate and effectively manage Operations Managers within assigned accounts to ensure delivery of overall targets and business plan.
Selecting, effectively managing and coaching Operations Managers.
Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key workstream.
Identifying and highlighting further opportunities for services and process improvements.
Essential Experience
Strong call center management experience is essential to be a success in this role.
Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation.
Excellent leadership, people management, communication and influencing skills at a senior level.
Experience of working in an Outsourcing or contact center operation.
Experienced in managing large multi-site /Multi skilled contact centers.
Ability to build and maintain strong client relationships.
Ability to demonstrate ability to translate business strategy into day-to-day delivery.
Strong commercial understanding and previous accountability for profit targets.
Setting and reviewing Quality performance standards.
Setting and reviewing organizational/productivity objectives in line with the commercial contract.
Managing Client Engagement.
Responsible for Business Continuity.
Ability to manage and influence key stakeholders.
Excellent Opportunity to join an industry leader!
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
