MANAGER, OPERATIONS
Qualfon
Dumaguete City, Philippines
2d ago

Job Summary

Manage the operations ensuring the results of the

metrics set by the clients.

  • Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations :
  • Performance Metrics (among others) :
  • Scorecard (Client)
  • Throughput
  • Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
  • FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.
  • Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally

  • Ensures Qualfon DSG complies with the internal metrics :
  • Manpower Utilization (Internal Productivity)
  • Attrition
  • Production (hours)
  • Others
  • Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met
  • Understands and maximizes impact on financial
  • performance of the operations department.

  • Manages report of productivity in terms of hours
  • has produced vs. Paid hours

  • Manages statistics on production (hours of
  • operation), operating costs

  • Monitors and analyzes the internal metrics
  • related to the Productivity and Direct Costs,

    indirect cost, all related to the Financial part

    Active communication and direct point of contact with the Vendor Management Offices in the US

  • Organizes and attends Conference Calls
  • Uses electronic (E-mail, chat, SMS)
  • Makes and oversees Operational Escalations
  • Strategizes, operates, gives and receives feedback, and escalations.
  • Provides updates as to the performance of the accounts.
  • Analysis of results and Action Plan creation

  • Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
  • Identifies gaps
  • Defines action Plans for improvement
  • Develops and implements strategic action plans and workflow processes
  • Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations
  • Talent Development

  • Identifies and develop key personnel
  • Provides feedback & coaching in timely manners
  • Identifies and recommends training
  • Identifies gaps in leadership team and create training and development plans to fills gaps as necessary
  • Personnel management

  • Follows up meetings
  • Organizes the agenda
  • Forecasts to department training needs to meet desired FTE
  • Develops and implements programs that enhance employee motivation and maintain positive work environment
  • Provides leadership for management initiatives to develop a good communication between its member to drive performance.
  • Area of expertise (Skills)

    At least 4 years’ experience in Back Office Operations and Production, with at least 2 to 4years in

    Supervisory or Managerial capacity.

    Other Skills and Experiences (Min)

    Six Sigma (provided by Qualfon)

    EducationBachelor Degree

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