Operations Manager - Metro Manila / NCR, Taguig - Cognizant Technology Solutions Asia Pacific Pte. Ltd.

    Cognizant Technology Solutions Asia Pacific Pte. Ltd.
    Cognizant Technology Solutions Asia Pacific Pte. Ltd. Metro Manila / NCR, Taguig

    1 araw ang nakalipas

    Buong oras ₱600,000 - ₱1,300,000 (PHP) bawat taon *
    Paglalarawan

    Responsibilities:

    • Manage the overall performance and governance of the Statements of Work 
    • Manage the day-to-day operations in accordance with requirements and SLAs 
    • Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
    • Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
    • Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
    • Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement
    • Drive Operations teams to deliver continuous improvement and productivity/quality gains
    • Flag and escalate business risks timely 
    • Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
    • Client interfacing 
    • Improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
    • Perform quality controls and monitor production KPI's, prepare reports and analyze data
    • Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
    • Flexible with timings to support operations

    Requirements:

    • Experience in leading teams in customer support via voice and chat support or a call center environment
    • Advanced customer focus and customer service skills
    • Exceptional training and coaching skills to motivate employees
    • Great verbal and written communication skills
    • Have full understanding of creating and implementing scheduling and task distribution
    • Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity
    • Strategic thinker with strong analytical and problem-solving skills
    • 10+ years of experience in operational leadership, managing 100 + FTE
    • 5+ years of people management experience, including managing leaders, and a strong desire to develop team members
    • Passion to create an exceptional experience and provide outstanding customer support
    • Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
    • Adaptable and energized by a fast-paced environment
    • Good in situational leadership, on the feet thinking.
    • Analytically sound, ability to look through data and make learned decisions
    • Bachelor's degree, or equivalent.
    • Adequate knowledge of organizational effectiveness and operations management
    • Familiarity with business and financial principles and practices
    • Ability to Prepare and Delivery Business Review Presentation to Client & Internal Management
    • Ability to effectively communicate with all levels of the organization
    • Proven track record of collaborating with cross-functional groups to produce results
    • ISO, Six Sigma, PMO Certification is an added advantage
    • Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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