Operations Manager
Wells Fargo
Manila, Philippines
6d ago

About the Role

Internally known as Operations Manager 1, this role will supervise day to day operations for an operational unit and / or staff.

Under management guidance, supervises nonexempt staff to ensure effective delivery of services. Provides training, performance evaluation and coaching.

Implements processes to maximize efficiency of operations.

Responsibilities

Primary (80% of the time)

  • Directly manage / supervise / mentor teams
  • Foster team work. Maintain & improve team morale and motivation
  • Support in process expansion, staffing and new hire training
  • Take a lead role in developing and implementing best practices
  • Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures
  • Develop metrics to measure growth and performance of the department
  • To analyze and interpret complex data and create Business Mis
  • Ability to communicate well with US counterparts in virtual environment and build relationship with business partners (internal & external stakeholders)
  • Conduct business / performance reviews
  • Assistance on any transitions
  • Develop team members for next roles in the hierarchy
  • Flexibility to work in shifts, business travel (if required)
  • Open for lateral opportunities as per the business requirements
  • Delegate tasks, continuously learn from the environment and support peers / TMs
  • Ability to manage multiple tasks under pressure
  • Secondary (20% of the time)

  • Is able to see visible / not-so-visible patterns and connections in data / scenarios for the processes related to one’s environment
  • Utilizes simple improvement tools, draws on past experience and looks at system level changes
  • Seeks intense learning experiences through formal means
  • Ability to connect with LOB partners on conference calls / understand updates etc.
  • Ability to initiate production / quality projects (six sigma / kaizen) for improving performance of the section
  • Training, auditing, MIS reporting, generate process improvement / IDEA / Best Practice for self and team
  • Market Skills and Certifications

    Essential Qualifications

  • Bachelor’s degree graduate
  • 6 to 8yrs of BPO / KPO experience with min 2 year people management experience
  • Process based certification will be applicable post the process training
  • Strong knowledge of Windows and Excel Using Pivot table, V lookup, tracing formulas, running macros
  • Detail oriented and able to multi-task to accomplish tasks effectively
  • Analyze complex data and make decision for final reconciliation
  • Leadership Expectations at Wells Fargo

    As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
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