Senior Operations Manager
Extend Your Team
Manila, 00, ph
1d ago

Job Description

This is a remote position.

Our Ideal Candidate

You are an experienced senior operations manager with a shrewd business mind who embraces positive change, drives performance improvement, and charts strategy.

You are brave enough to plan and executive best in class processes and methods. You have an entrepreneurial mindset who challenges the status quo and constantly looks for better ways to do things.

You are an exceptional leader who is passionate about people and in making them reach their full potential.

Expected Work Hours and Timezone

This is an output-based role with a semi-flexible work schedule. You can work anytime during business hours with overlaps between the team and the PH Operations Leader’s schedule.

You are expected to work 40 hours a week, Mondays to Fridays, during US business hours. You are also expected to work on occasional weekends due to business needs.

As an Operations Lead, you will provide excellence by :

Acting as the primary point of contact of the day-to-day operations of the program; overall in-charge of the coordination among clients, customers, and other department leaders

Managing a team of Cluster Leads and making sure that standard of productivity, customer service, and quality are reached on a daily basis

Conducting regular one-on-one sessions with direct reports to review individual performance, the performance of their teams, and offer on-going developmental coaching

Summarizing, collecting, and analyzing trends and data for regular performance reports and making intelligent decisions from such

Adept in budget preparation after estimating necessities, correcting over-spending, analyzing cost variances and scheduling expenses

Leading staff engagement activities across the program to boost the morale of the associates and keep turn-over low

Creating SOPs, process documents, and frameworks

Working with integrity and acting as the primary steward against data privacy breaches and other potential security threats that may endanger the company, the program, and its clients and customers

Requirements

Consider yourself highly qualified if you have :

10 years of previous experience in operations management, business administration, account management or related field

At least 5 years of operations management experience leading managers or cluster leads in a BPO or Shared Services environment

In-depth knowledge of good performance management principles and practices

Has good eye and understanding of data analysis and reporting

An expert in developing and implementing Key Performance Indicators or Key Result Areas in a BPO operations setting

Proactive and resilient to change

Ability to work well under pressure and follow through on items to completion while maintaining professional demeanor

Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented virtual business environment

Willingness to work in a flexible schedule

Extensive knowledge of Microsoft 365 and MS Office, including SharePoint.

Extensive knowledge of productivity, CRM, production, creative and project management apps and integrations incl Trello, Asana, GDrive, Canva, Slack, Teams, Zapier, Airtable

Curiosity and an aptitude to learn new applications

Benefits

How are we different?

Top Tier Benefits - We respect your time and your needs. We show it by making sure you get compensated well without any delays.

Unlimited Online Training - You can gain access to different online courses such as Digital Marketing, Six Sigma, Programming, and more!

No Ghosting - We do not ghost’ you and not pay

Monthly Support - We will check in with you regularly to make sure you are successful

Your Voice Matters - We encourage feedback and suggestions within the team. We do not believe in hierarchy and believe in Agile HR.

What’s In It For You? These amazing benefits / perks await you!

Enjoy HMO after your 1st month, no need to wait for 3 months or 6 months!

Enough time with your family and loved ones - we are giving Vacation Leaves after 6 months!

Get paid on US Holidays when your client's business is closed

Internet issues at home? Don’t worry, we got you! We will reimburse your internet expenses of up to $50 / month

Enjoy a delicious birthday cake courtesy of our HMO partner!

Looking for discounts? Well, look no more! Join us and enjoy the following (courtesy of our HMO partner) :

Discounted monthly rate in Gold’s Gym - for you and two more friends / family!

Free Eye Check-Up and discount on selected items in Sarabia Optical

Discount card from Coffee Bean and Tea Leaf (discounts, unlimited internet access, earning point system)

Discount codes from Grab

Requirements

Consider yourself highly qualified if you have : 10 years of previous experience in operations management, business administration, account management or related field At least 5 years of operations management experience leading managers or cluster leads in a BPO or Shared Services environment In-depth knowledge of good performance management principles and practices Has good eye and understanding of data analysis and reporting An expert in developing and implementing Key Performance Indicators or Key Result Areas in a BPO operations setting Proactive and resilient to change Ability to work well under pressure and follow through on items to completion while maintaining professional demeanor Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented virtual business environment Willingness to work in a flexible schedule Extensive knowledge of Microsoft 365 and MS Office, including SharePoint.

Extensive knowledge of productivity, CRM, production, creative and project management apps and integrations incl Trello, Asana, GDrive, Canva, Slack, Teams, Zapier, Airtable Curiosity and an aptitude to learn new applications

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