PH Delivery Lead

Role Objectives

Oversee day to day operations of various service delivery teams in the Philippines. The PH Delivery lead is the key point of contact for all team members, as their frontline manager especially for teams without dedicated/billable managers. This role is key in ensuring that all our teams are managed well, performing optimally, and are provided regular feedback and updates about the organization bridging them with the larger global group.

Job Description

• Oversees day to day operations of the all PH delivery Teams/Members and primary point of contact in Manila for Clients on Service Delivery

• Well versed in managing various operations across different Industries and functional groups. Able to operate across time zones supporting each teams geographical focus.

• In charge of workforce management and ensure consistent coverage across all shifts as outlined by each teams SOW/MSA.

• Accustomed handling high levels of accountability across multiple stakeholders, gathering data and preparing regular reports

• Knowledgeable in Workflow based and process driven tasks

• Regularly monitor team and individual performance in accordance to their specific KPIs

• Drives continuous improvement by driving each consultant to perform through coaching, and mentoring

• Experienced in corresponding with clients and partners to ensure clear communication lines ensuring excellent service delivery

• Experienced in identifying errors and developing processes to limit and mitigate risks

• Responsible for on-boarding new hires and facilitating training for new projects

• Perform RCAs (Root Cause Analysis) on customer feedback and escalations to find opportunities for performance improvement

• Build and Manage Support Content on the provided platform for easy access and user consumption

Required Skills

• Has at least 5 years of Management experience in a Customer Support, Customer Success role across various channels (Email, Chat, and Voice). Experience with Back-office Operations is also required with varying levels of complexity.

• Excellent spoken and written English communication skills

• Able to communicate clearly and effectively

• Enthusiastic about learning and gaining new skills, knowledge in the Tech Startup space and take on additional responsibilities in the team

• Should have demonstrated success in managing teams of different sizes, able to provide good coaching and proven people management skills

• Should have a keen understanding of day-to-day operations

• Experience in any e-commerce, order processing, order fulfillment operations is a big plus