RPO Operations Manager (UK/APAC)

IMS People Possible | Job Description for Manager - Operations (ONSITE at BRIDGETOWNE QC)

Brand: IMS People Possible

Department: ORS-Uk/APAC

Location: Quezon City, Philippines 

Reports to Job Title:    Sr. Manager - Operations/Asst. Vice President – Operations 

IMS People Possible | Job Description for Manager - Operations (ONSITE at BRIDGETOWNE QC)

Brand: IMS People Possible

Department: ORS-Uk/APAC

Location: Quezon City, Philippines 

Reports to Job Title:    Sr. Manager - Operations/Asst. Vice President – Operations 

Job Title: Manager - Operations Reports To: Sr. Manager/ AVP - Operations Position Mission:

The primary goal of this role is to understand the client’s expectations about the Recruitment Services/SLA and deliver the result accordingly on a daily, weekly, or as per the process set by the client. 

As a Manager of operations, you are responsible for meeting the team's service delivery at the right time and the correct cost for our client. You are also responsible for coaching, grooming, and mentoring team members for their personal and professional development. 

You are a key player as far as the client service delivery is concerned; you need to understand the set guidelines and process as per the IMS Policy and project.

As a Leader, you should be flexible to work for any client and project assigned to you from time to time.

Responsibilities:

• Service Quality Management (NPS)
• Client relationship management
• Client review and expectations management 
• Client onboarding and implementation 
• Meeting the ROI expectation of the client 
• Client account management and service delivery management 
• Updating team members about new positions and clients
• Strategic planning, MIS and monitoring the reports
• Operation-level interviews
• Informing IT about any team member’s exit for data backup
• Attendance management of the team
• Continues coaching, grooming, and mentoring team members
• Performance review of the team
• Approving and revoking access rights 
• Advising and guiding recruiters on correct recruitment methods and processes.
• Ensure that all seats are covered and backup is provided wherever necessary.
• Ensure that best practices are upheld and implemented within your team.
• Motivate the team to enhance their performance
• Updating team members about new positions and clients
• Managing ongoing projects and meeting client SLAs.
• Accomplish operations and organisation mission by completing related results as needed.
• Feedback management
• Addressing performance-related escalation from client 
• Coordinating with the HR team in case of any concern of team members related to performance, misconduct or behaviour.
• Informing IT about any team member’s exit for data backup
• Adherence to all the Information security and privacy policy 
• Incident reporting to Information security and privacy breach
• Business continuity testing drill
• Removing the temporary PII from access (system/email/desktop)

Essential Functions:

• Managing Client Delivery as per SLA
• Client communications and updates
• Ensuring team performance
• Engaging and motivating the team for high-performance 
• Coaching and mentoring team

Qualifications, Experience & Required Skills

• Graduate/ Post- Graduate in any discipline
• 6 to 8 Years
• Recruiting and sourcing Skills
• Good verbal and written communication in English
• Knowledge of Computer/Internet/MS Office 
• Negotiation and selling skill
• Customer handling skills
• Analytical skills
• Leadership and team handling
• Knowledge of operating CRM
• Service delivery management
• People development and managing skills
• Industry knowledge and process improvement skills
• Team management skill
• Good interpersonal skill
• Conflict management skill

Work Totality Disclaimer:

This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualifications for this job. Incumbents may be required to follow any additional related instructions, acquire related job skills, and perform other related work as required. Incumbents in this position may be required to perform all or some of the following duties and responsibilities with varying levels of concentration based on the incumbent’s skill level and the department's needs.

The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change, or rescind the work assignments of various positions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. 

While performing the duties of this job, the employee is frequently required to sit and talk or hear and work on the computer/typing, etc. The employee is occasionally required to stand and walk move within the office premises for work-related co-ordination. 

Other Information:

• Job Location: KMC Zeta Building Bridgetowne Ugong Norte Quezon City
• Job Timings:  As per Geography (APAC)
• Holidays: AU/APAC Holiday Calendar 
• Work mode option:
  • Working from IMS Office

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

How much notice are you required to give your current employer?

Are you willing to undergo a pre-employment background check?

Are you available to work public holidays?

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