BPO Senior Operations Manager

About the job Senior Operations Manager (BGC Taguig) | Onsite

Responsibilities:

• Managing client relationship ensures high level of client satisfaction
• Overall Engagement Accountability (Delivery Management) meets or exceeds contractual Service Level Agreements (SLA) consistently
• Strategic Leadership for the Engagement develops, executes and evaluates short-, medium- and long-term strategies and achieve goals
• Commercial Discussions/ Growth Opportunities drives business expansion or additional business growth
• Benchmarking/Transformation/Industry Best Practices drives and promotes innovation and continuous improvement to realize significant value-add to the business (e.g. cost reduction, efficiency improvement, increasing revenue, improving quality and customer satisfaction)
• Drives Employee Engagement leads from the front, provides regular coaching, skip level meetings and focus group discussions, plans and implements employee engagement programs to achieve high level of employee satisfaction
• Drives Training & Development works with Learning & Development to formulate and execute succession planning and structured employee development program

Requirements:

• Bachelor's Degree preferably.
• 5 years of relevant experience, managerial level
• Must be willing to work in shifting schedules for onsite work in BGC Taguig (mainly graveyard/nightshift)
• Strong team player with service-oriented attitude and customer focus.
• Excellent Stakeholder Management - must be confident and comfortable dealing with middle to top management.
• Self-starter, and can drive closure of activities even with minimum level of support.
• Organized and has keen attention to details. Excellent communication and presentation skills. Must be comfortable with changing requirements and priorities.
• Must be able to work well in a high-pressure environment. Must be flexible and willing to work in varying shifts, night shift included. Experience must be results and service-oriented, and ability to move forward without complete information.
• Trained / Certified Green Belt an advantage
• Strong adaptability to work in a multi-cultural environment.