SENIOR OPERATIONS MANAGER CARELINES-1900461 Position Title : SENIOR OPERATIONS MANAGER CARELINES Reports to : DIRECTOR CONSUMER SERVICES Location : MANILA (Araneta) Job Summary : This is a senior operational leadership role responsible for delivering world-
class levels of consumer service and engagement, including driving continuous improvements within our Partner CareLine Engagement Centre in the Philippines.
This role is responsible for delivering on critical KPI performance that ensures we meet our Consumer, Financial and Productivity goals.
This role has indirect accountability for approximately 300+ partner sourced roles and some local Newell Brands employees.
This role will be responsible for executing a highly effective operating rhythm across all Philippines operations, in order to deliver the required performance across approx.
300+ careline representatives. Representatives will serve consumers of Newell Brands globally handling multi-lingual inbound consumer and partner inquiries regarding pre-
sales, sales and after-sales service via telephone, email, chat operations or other digital or written channels. The role requires high levels of operational alignment across all global careline centers to ensure best practice and that continual operational improvements are achieved, working as One Newell Brands organization.
Job Duties :
Working within and across the global Carelines team, and in conjunction with our chosen industry Partner, build our Philippines Centre of
Excellence and effectively onboard brands, operations, business processes and contact flows in line with the agreed project plan
Alongside our Partner, Implement and be the custodian of the Newell Brands operating rhythm, ensuring this is codified across all local operations and teams.
Be the face of Newell Brands in the Philippines, role model our brand values and be our brand ambassador within the local market and beyond.
Build and lead a winning team in the Philippines, and provide leadership and management to our expat community, which role models our values and behaviors.
Support all our team members appropriately, providing guidance, coaching and direction, ensuring our Brand reputation grows in in-
line with the agreed guidance.
Develop and execute on specific plans for delivery of functional business (and brands) plans through our center of excellence.
Lead brand and business Programs in Philippines to ensure our CoE delivers on key consumer experience and operational performance levels.
Lead change effectively through the organization in a dynamic and fast-moving environment
Lead all Operational Process Alignment delivering key changes across Philippines based teams ensuring full alignment with North American and European operations and achieving continual consumer experience and productivity improvements.
Lead, in conjunction with our Industry Partner, all technology and system-based initiatives in the Philippines to improve consumer experience and productivity, leveraging appropriate technical and IT resources from across the group
Ensure appropriate investments from industry partners to ensure prescribed technical specifications for call routing, network traffic, system availability, latency and bandwidth etc.
Recognize opportunities to improve systems, processes and re-engineering initiatives to deliver cost, people or consumer outcomes
Develop ideal Consumer Contact Experiences, supported by documented business processes, call flows and coaching models and approaches, that are deeply embedded across all operations to deliver best practice consumer engagement calls
Create a Newell Brands local team within the Philippines CoE and develop a robust talent pipeline and succession plan
Support the development of an aligned strategic direction with our chosen partner, including reviewing opportunities and recommending required changes
Contribute to, and ensure alignment of our Partner’s business plans for our operations
Develop and drive performance improvement initiatives related to consumer insight capture, growth and sales capability
Initiates analytics including reporting and commentary of operational results to internal and partner audiences, such as Brand & Quality Teams
Represent Philippines CoE in operational forums with the accountability for decisions and actions on local operational activities
Establish and maintain effective working relationships with peer groups and key stakeholders
Manage and deliver appropriate levels of reporting and analysis across all Philippine operations
4 year college or university degree; Masters of Business or related advanced degree preferred
Minimum of 10 years in a related role in consumer goods and / or service industry with global experience across differing categories, functions, and countries
Demonstrated prior experience leading a global team in a partner environment
Demonstrated experience and training with consumer interaction and risk management
Demonstrated working knowledge of technology to include CRM tools, Telecommunications, and Social Applications
Demonstrated working knowledge of marketing research / CMI
Demonstrated knowledge of SAP / CRM (Salesforce preferred)
Demonstrated fluency in developing departmental strategy
Demonstrated ability to be detail-oriented
Demonstrated strong leadership, organizational, and project management skills required
Demonstrated math and problem solving ability (preferred)
Ability to travel (international) approximately 15%
Must be fluent in English
Newell Brands Araneta is one of three CareLine Centers of Excellence that focuses on building a world-class engagement model that delights consumers, creates brand advocates and captures valuable insights.
The Philippines Engagement Centre provides support to our end consumers across a strong portfolio of well-known brands, including Paper Mate®, Sharpie®, EXPO®, Parker®, Elmer's®, Oster®, Sunbeam®, FoodSaver®, Mr.
Coffee®, Calphalon®, Rubbermaid® and Contigo®.
For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play.
What unites all our businesses is a belief in brand-led growth, driven by an understanding of the constantly changing needs of our consumers, and the ability to create products that win in the market by delivering superior performance, design and innovation.