manager, operations - Cebu City, Philippines, Pilipinas - Qualfon Philippines, Inc.

Qualfon Philippines, Inc. Cebu City, Philippines, Pilipinas

2 araw ang nakalipas

Buong oras

Paglalarawan

Job Summary

Manage the operations ensuring the results of the
metrics set by the clients.

Ensures Qualfon DSG complies with the performance metrics for client satisfaction andexceeding expectations:
Performance Metrics (among others):

Scorecard (Client)
- Quality
- Adherence
- Turn Times
- Throughput

Analyzes report statistics and arrival patterns toensure adequate staffing to ensure establishedservice levels are achieved
FGD (Focus Group Discussions) to help identifyand address concerns from all levels ofemployees on the account.

Manage the accounts at the operational level,ensuring the production, cost and financial results ofthe metrics set internally
- Ensures Qualfon DSG complies with the internalmetrics:
- Manpower Utilization (Internal Productivity)
- Attrition
- Production (hours)
- Others
- Forecasts account revenue and spending and toalign so that revenue and EBIT goals are beingmet
- Understands and maximizes impact on financial
performance of the operations department.
- Manages report of productivity in terms of hours
has produced vs. Paid hours
- Manages statistics on production (hours of
operation), operating costs
- Monitors and analyzes the internal metrics
related to the Productivity and Direct Costs,
indirect cost, all related to the Financial part
Active communication and direct point of contact withthe Vendor Management Offices in the US

Organizes and attends Conference Calls
Uses electronic (E-mail, chat, SMS)
Makes and oversees Operational Escalations
Strategizes, operates, gives and receivesfeedback, and escalations.
Provides updates as to the performance of theaccounts.

Analysis of results and Action Plan creation

Analyzes areas of opportunity based on resultsobtained in different operational stages at thestrategic level and produce and implement actionplans
Identifies gaps
Defines action Plans for improvement
Develops and implements strategic action plansand workflow processes
Brings concerns and suggestions forimprovement to the ManCom in their weeklymeetings and deliberations

Talent Development

Identifies and develop key personnel
Provides feedback & coaching in timely manners
Identifies and recommends training
Identifies gaps in leadership team and createtraining and development plans to fills gaps asnecessary

Personnel management

Follows up meetings
Organizes the agenda
Forecasts to department training needs to meet desired FTE
Develops and implements programs thatenhance employee motivation and maintainpositive work environment
Provides leadership for management initiatives todevelop a good communication between itsmember to drive performance.

Area of expertise (Skills)

At least 4 years' experience in Back Office Operations and Production, with at least 2 to 4years in
Supervisory or Managerial capacity.

Other Skills and Experiences (Min)

Six Sigma (provided by Qualfon)

Education