About this role
Job Title
Operations Manager I
Job Description
The Manager, Operations is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.
- Attend business reviews with the client.
- Handle a team of Team Leaders.
Location
PHL Quezon City - UP Tech 2
Language Requirements
Time Type: