Urgent Hiring. Operations Manager.

Job Role & Responsibilities

 To deliver to the client - metrics of productivity, quality, and time
 Day to day management and oversight of the business unit’s functioning out of the Philippines
operating center
 Running the “Centre of Excellence” delivery ops for production across Philippines
 Maintaining Client Service Level Agreement Standards (SLA’s) & client satisfaction
 Work with Operations and Relationship Managers to identify the client’s needs and implement
processes and procedures to meet those needs
 Assess technology needs related to the management, service and quality measurements and
related reporting capabilities for internal and customer use
 Maintain internal policy and procedures for management
 Communicate policies, procedures, and industry changes to Affiliate Network
 Review and suggest computer system improvements to technical staff and work to implement
 Implement internal and external procedures and continually update processes to ensure
maximum customer satisfaction and efficiency at the lowest cost
 Prepare and deliver performance reviews, coaching, and discipline when necessary
 Hire, train, develop, and motivate staff
 Perform other operational duties as requested

Qualifications & Experience

 Bachelor’s degree in Business, Finance, or other related fields.
 Excellent written and oral communication skills
 6+ years of experience in a leadership role for contact centers, Mortgage Domain preferably
Servicing Operations
 Strong information analysis and ability to interpret capabilities (ability to present detailed
technical analysis, assumptions, and recommendations succinctly)
 Exceptional problem solving, task prioritization, follow-up, and quick learner
 Ability to work in a fast-paced, high-pressure environment with dedication, passion, and
motivation
 Good exposure to MS Office (Excel and PPT)
 Confidence and skillful negotiating skills
 Experience starting up a new business in BPO – preferably in BFSI industry a plus

Benefits

 Paid Training
 Competitive Base Pay
 Miscellaneous Allowance Paid Time Off
 Paid Holidays
 HMO Benefits
 Group Life Insurance
 Employee Referral Bonus
 Excellent Growth and Advancement Opportunities