Operational Excellence Champion (FVW11751)
Teleperformance
Quezon City, Metro Manila
3d ago

Job Summary The position is an operational process expert dedicated to support leadership development activities at the site level.

The role is expected to oversee daily operational activities through audits, shadows and assessments to effectively gauge operational compliance and quality.

They are also expected to partner with operations in the development of action plans and training interventions for gap closure.

Duties / Responsibilities Operational Process Assurance

Oversees daily operational activities through audits, shadows and assessments to effectively gauge operational compliance and quality

Identify specific gaps and opportunities in effective execution of TOPS and Leadership Academy operating rhythm not limited to :

Shadow Observation

Engage operations for gap closure actions and interventions. Ensure all feedback and is managed through a closed loop process.

Work with L&D Leader and OPAC Manager in the delivery of TOPS specific requirements

Develop Leadership Competencies

Lead TOPS and Operating Rhythm Integration and embedding in the site.

Provides real-time coaching to the supervisors observed

Provides a detailed review to the ACM on the TP-TOPS assessment using the L&D checklist and recommend actions to address the gaps.

Conducts follow up audit on supervisors with identified opportunities to ensure continuity of development

New Officer On-boarding

L&D Site Champions will monitor / track the completion of needed trainings and intervention at a site level.

They will serve as additional training resources to cover both TOPS and Tools refreshers and up-trainings.

Site Champions will work closely with the ACCM and conduct additional checks / shadows to ensure new supervisors are equipped to execute leadership tools

Serve as site contact to promote TP L&D trainings and initiatives.

Maintain the people in pipeline tracker and coordinate with operations to ensure we have succession plans documented and implemented for each site / BU.

Critical Reports and Audit documentation

Administrative and reporting work such as developing an action log to track daily activities and other administrative tasks assigned by the L&D Lead

Generates, interprets and sends compliance report on operational processes

Other related task assigned by the Directors (Operations and CS) Qualifications : Currently handles managerial position / ACCM role

Highly proficient in TOPS and Leadership Academy

Proven ability to up train, coach and provide feedback to supervisors and ACM

Proven ability to maintain professional relationships internal / external

Good verbal and written communication skills are required

Proactive, Self-Starter

Proficient in MS Office, Open Office Application

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