Basic Information

Ref number

Req_00060848

Primary Location

Iloilo

Description and Requirements

Position Summary

The Sr. Operations Manager is responsible for the profitability and management of call center operations activities for large, multiple and/or complex program and contributes to the satisfaction and retention of clients. The Sr. Operations Manager also provides strategic

direction and guidance for the managed account/s and acts as the primary point of interface for clients. He or she ensures the achievement of KPIs and metrics through proactive management of the operations teams and active coordination with various support

teams. He or she also ensures that the clients' and programs' processes and procedures are adhered to.

Functional Responsibilities

  • Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client-specific KPI's and targets; Maintains, company-set ratios on staffing to ensure smooth operations of the program/s; Upholds company policies as it relates to the program/s and drives for adherence to such policies; Ensures recognition and reward for top performing team members through incentive pay-outs and non-monetary rewards; Conducts performance planning / appraisal / feedback activities as well as proper documentation of such;

  • Coordinates with internal support functions as needed. May assume an AGM role in the absence of a Director of Operations, in which there is full P&L responsibility for all LOB's / client/s / program/s managed and supported.

  • May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.

  • Maintains cordial and effective working relations with external clients and serves as the primary interface of clients. Translates client requirements into action plans for the LOB's/account/s / program/s.  Establishes open and honest communication regarding all aspects of the LOB's/account/s'/program/s' performance.  Anticipates the needs of the clients proactively and acts on such requirements before they arise.

  • Participates in the budgeting process and adheres to the established budget for the LOB's / account/s / program/s.  Manages costs and expenditures efficiently and wisely within budgeted guidelines. Actively monitors expenses incurred.  

  • Maintains a high level of morale and productivity within the LOB's/account/s / program/s.  Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.  Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.


Required Language(s)
English