Sr Operations Director
Sutherland Global
Taguig, National Capital Region, Bicol Region, PH
2d ago
source : WHATJOBS

https : / / sutherland.taleo.net / careersection / 2 / jobdetail.ftl?job 22003963&lang en

Job Description :

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding.

Our team is composed of forward-thinking and strategic-thinking individuals and we are looking to add a Sr Operations Director who will establish and execute operational strategies for the program.

If you are a Director looking for a global career, do not miss this opportunity! As a Sr Operations Director, you will oversee day to day operations to achieve optimal results on efficiency metrics.

You are also expected to : Key Responsibilities

  • Work with Program and Cross-Functional Leads to achieve Platinum Standard / Operational Excellence;
  • Work with Business Development, Sales and Management Teams to explore business growth

  • Support the Recruitment team to ensure hiring is completed on time for both Consultant and support roles as needed;
  • Participate in the New Hire Orientation to welcome new employees to the programs;
  • Support the Training Lead to ensure all required Consultant training is effectively completed on time with optimal results;
  • Work with the Quality and Program Leads to ensure that regular quality monitoring, coaching and performance intervention that develop, motivate and guide teams are implemented to attain successful outcomes and business objectives;
  • Implement a regular Reward and Recognition mechanism for the program / s;
  • Work with HR and Program Leads to ensure that corrective actions are followed through as needed;
  • Lead activities in support of employee satisfaction survey results and other sources of employee feedback;
  • Work with the Talent Development team to ensure all required developmental training for supervisors are effectively planned and completed on time;
  • Work with HR, Program and Cross-functional leads in identifying and developing a succession plan for all critical positions in the site;
  • Work with the Site Lead for BCP in planning, testing and activation;
  • Lead efforts to uphold compliance in all organizational standard procedures and policies (i.e. InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.); and

    Lead efforts to uphold compliance in all contractual and regulatory requirements (i.e. client SOW, government requirements, etc.).

    Qualifications :

    Required Skills / Education

    Earned a Bachelor’s degree in any field

    Post Graduate degree and certification preferred

    At least 10 years of BPO experience, inclusive of 2 years in an operations director capacity

    Strong Financial Business / P&L Management skills

    Strong background in client relationship and operations management

    Technical and Sales background experience

    Managed a content moderation account

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