Assistant Resource Center Operations Manager
emerson
Quezon City, National Capital Region, Philippines
5d ago

PRINCIPAL FUNCTIONAL RESPONSIBILITIES

Customer Management

  • Ensure that expectations and requirements of the resource center clients and staff are satisfied.
  • Build strong relationships and efficient communication with each of the resource center counterparts / functional managers in order to develop a collaboration cadence to ensure alignment of priorities and maintain accurate perception on the capability and performance of the Manila IT resources
  • Manages customer communication to ensure that pertinent laws, rules / regulations, policies and programs in the Philippines are explained and upheld
  • Develops and maintains partnerships with clients to increase business and client satisfaction. Deals effectively with customer needs, issues and escalations
  • Administer Resource Center Operations

  • Develops and implements controls, processes, and procedures that are needed within the organization that pertain to the industry segment to maximize revenues, prevent inefficiencies, and contain costs
  • Coordinates with the support groups new business implementation, including controlling all internal and external resources to ensure continuous uptime and optimization
  • Perform staffing projection complementing work volume growth and forecast
  • Collaborates with Corporate Support teams for the management of resource staffing, manpower utilization and optimization of cost vis a vis delivery targets
  • Accountable for the on-time and proper recruitment to fill job vacancies to ensure service levels and appropriate staffing are carried on (business continuity)
  • Development and implementation of change management and planning of contingencies (business continuity)
  • Implementation of operational efficiencies
  • Ensure that all the necessary equipment, facility, workstation, tools and support function is provided to ensure smooth and uninterrupted operations of the center.
  • Align with facility requirement in terms of Safety and Security and Operational Excellence, and Risk Management initiatives
  • Coordinate any mobility requirement at a global level
  • Leadership and People Management

  • Aligns with HR in the discharge of below people management processes : planning and implementation of team activities to ensure employee engagement regularization, performance appraisal, quarterly performance appraisal, salary planning, promotion, rewards and recognition and other people related policies and guidelines Identification of functional / behavioral training & development needs of employees to support team goals and objectives Preparation of career progression plans for the local leadership team Monitors adherence to the ethics and code of conduct and implements disciplinary action in compliance with the requirement for due process
  • Internal Communication

  • Conducts regular employee forums or skip level discussions across the Resource Center to get to know the pulse of the team
  • Develop strong morale within the Resource center by encouraging, recognizing, and rewarding behaviors that supports the concept of excellence
  • Conducts Resource Center Leaders’ Council to address issues and concerns, escalations, improve processes and others
  • Align with corresponding process owner (e.g. HR, Facilities, Safety, OPEX, Finance etc) in the communication of policies, programs and decisions that affect employees.
  • Facilitates team discussions to ensure every member has the common understanding on business processes and decisions
  • Implement feedback loops and upward communication mechanism as a check on line leaders’ performance to immediately address gaps
  • Ensures that employee communication within the Resource Center remains open, updated and transparent, right information / data are provided accurately at the right time and in the right manner
  • Financial Management

  • Maximizes revenue and measure costs for group
  • Review invoices on a monthly basis and coordinates disputes with Finance
  • Budget creation, tracking and cost recovery for the resource center’s operations. Supports the the operational budgeting activities to help implement cost saving initiatives
  • Reviews all cost-related activities. First line approver for all costs of the operations (OIE, tools of trade - mobile, laptop, internet)
  • Develops programs that maximizes existing resources
  • Tracking of monthly invoices and charges and manage group budget and provide updated forecasts.
  • Business Strategy Development and Execution

  • Drive Enterprise IT Resource Center metrics and implement projects as assigned
  • In partnership with the Director, Resource Center Operations, HR Business Partner, and Resource Center Leadership Team : Leads the strategic planning activities of the Resource Center and ensures alignment of per functional team action plans and initiatives with the Enterprise IT and Emerson Manila Shared Services’ vision, objectives and strategies.
  • Participates in goals-roll down processes; proposes activities, and sets quarterly and yearly directions for the resource center in partnership with the Implement and monitor action plans and initiatives, and drives compliance to identified / agreed measures and targets Leads strategic initiatives (Business Units and Manila Strategies) on execution and implementation

  • Participates in sustaining and growing business partnerships with customers for the business group.
  • Helps implements new and expanded business operation and service solutions to improve Manila position as a premier investment site
  • Education :

  • Bachelor’s Degree- Business Management / Administration, HR Management, IT / Management Information Systems / Computer Science (preferred)
  • MBA or other graduate level education, preferred
  • Job Related Experience :

  • Minimum 8-10 years of industry experience in either HR, Administration, Operations management, IT Resource Center or Shared Services
  • With at least 5 years of managerial experience of a 150-300+ headcount organization
  • Experience in discharging people management roles especially recruitment and people retention strategies
  • Attention to detail and able to manage data accurately
  • Proven ability to think strategically, formulate long and short-term plans, and execute those plans.
  • Experience in working with global teams and systems
  • Exceptional customer service orientation
  • Strong analytical, problem-solving and conceptual skills
  • Required Korn Ferry Competencies :

    Action Oriented

  • Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
  • Readily takes action on challenges, without unnecessary planning.
  • Displays a can-do attitude in different situations.
  • Plans and Aligns

  • Planning and prioritizing work to meet commitments aligned with organizational goals.
  • Sets objectives to align with broader organizational goals.
  • Stages activities with relevant milestones and schedules.
  • Managing Ambiguity

  • Operating effectively, even when things are not certain, of the way forward is not clear.
  • Managing Complexity

  • Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
  • Interpersonal Savvy

  • Relating openly and comfortably with diverse groups of people.
  • Relates comfortably with people across levels, functions, culture and geography.
  • Builds rapport in an open, friendly and accepting way.
  • Communicates Effectively

  • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Effective in a variety of communication settings : 1on1, small and large group or among diverse style and positions.
  • Provides timely and helpful information to others across the organization.
  • Collaborates

  • Building partnerships and working collaboratively with others to meet shared objectives.
  • Partners with others to get work done.
  • Gains trust and support of others.
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