Operations Manager
- Manila City, Metro Manila Taguig City, Metro Manila
- Permanent
- Full-time
- Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation
- Communicate effectively to ensure consistent experience for the representatives and members
- Interact directly with members, as required
- Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
- Analyze metrics and ensure Supervisors are taking appropriate and timely action
- Understand and deliver on all key performance metrics virtually
- Understand and deliver on key financial objectives
- Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
- Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success
- Championing the coaching model
- Foster a work environment that values the people and encourages participation, creativity, learning and accountability
- Responsible for employee recruitment to meet business objectives
- Ensure team adopts and sustains change
- Identify opportunities for process and system improvements
- Communicate openly with team ensuring messages and initiatives are clearly understood
- Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
- Partner with other areas to promote understanding and knowledge exchange between business units
- Proven Client Service Skills
- Results oriented and with proven leadership capability
- Ability to influence change through positive motivation
- Ability to build consensus with a decision-making process
- Capable of working in a structured and tactical management operating system
- Strong coaching, leading and performance management skills
- Able to build sustainable processes and identify continuous improvement opportunities
- Capable of building supportable business cases to justify change based on logic and understanding
- Excellent Change Management skills
- Strong communication skills (verbal and written)
- Strong team player / team building skills
- Strong organizational and decision-making skills
- Understanding of Six Sigma and/or Lean environment
- Experienced in leading client experience-based processes on CSAT and NPS
- Highly skilled with MS Excel/Word and PowerPoint
- Experience in transitioning new processes will be an advantage
Tenure Criteria: Applicants should have at least two (2) years tenure in their current role with the basic GB skills.
Job Grade Criteria: Band 5B, 6A and 6BAdditional Criteria/ Information
- Performance Rating of 3 or higher during the 2024 Annual Performance Review
- Minimum monthly average rating of 3 for the period of October 2023 - current 2024
- Not on active corrective action/Performance Improvement Plan and/or pending administrative case during/ within 3 months of the roll out of the IJP result.
- Excellent track record on reliability. Average
- Min. Eligible band is 5B at the time of IJP Application.
- Short listed Applicants who meet the eligibility criteria will be interviewed by an interview panel. 2nd stage will be with Operations Director and/on Head of Operations. Details on this matter shall be discussed before the interview.
- It is understood that all successful applicants shall follow the Canadian holiday and schedule.
- Must be Work From Home enabled, and with stable internet connection (at least 25mbps)
- Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.