BPO Operations Manager (URGENT HIRING) | Glorietta

Foundever®; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Foundever® in Manila seeks an experienced Client Contract and Account Operations professional to support key client relationships. You will assist senior managers, help drive contract performance, and ensure contracts stay current across scope and conduction periods.

You will coordinate with operations, finance, and client teams on pricing, service levels, reporting, and continuous improvement initiatives to maximize client satisfaction and profitability.

Job description

Client Contract and Communication

• Assists the Senior Manager, Account Operations as a strategic driver for the client
• Assists the Senior Manager, Account Operations in developing and maintaining partnerships with clients to increase business and client satisfaction
• Develop and maintain client rapport and complete satisfaction with contract and customer services.
• Functions as link between company and client
• Assists the Senior Manager, Account Operations in maintaining updated client contracts by documenting changes in scope and conduction period reviews
• Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues that pertain to the operations in general.
• Directly accountable for and routinely reviews account's performance against contract metrics and client expectation. Assures that contract documentation and information is up to date and files are maintained.
• Provides client complete, accurate, timely, and professional performance reporting as required. Assures that contract requirements including service levels, talk times, handle times, response time, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.
• Assists and/or provides the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints. Communications, including telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and responsible for distribution to internal management, Sales and staff of key information received.

Account Operations

• Implements business operation and service solutions utilizing the continuous improvement process
• Liaises with the implementation team where appropriate. Ensures effective implementation of all programs under the end-to-end requirement of the client.
• Liaises with the support services team where appropriate. Ensures delivery of account reqt's for better job satisfaction and support.
• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary.
• Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and aligned.
• Manages and designs quality and productivity programs for the division, together with the Senior Account Manager, in order to build awareness among its team members under the light of continuous improvement.
• Accounts for a systematic, standardized, and updated process across all division.
• Supervises and motivates the team to ensure an acceptable level of productivity.
• Attends seminars and conferences and does waterfall training to Account Supervisors and or Team Leads.
• Assists the Senior Account Manager in developing and planning for improvement programs for all staff levels.
• Manage defined support services including planning, development, implementation, and maintenance for one or more accounts.
• Ensures effective communication of old and new company policies to the entire team.
• Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.
• Takes lead and or assists the Senior Account Manager in defining measurement systems to monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
• Pursues opportunities for account, site, and/or corporate business growth.
• Takes Lead and or assists in providing accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.). Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.
• Contributes to other projects/new program implementation if requested.
• Ad hoc center-wide troubleshooting. Directive either from RD or VP of operations.
• Conducts PEP & PMP sessions to direct reports and approves their leave and overtime applications

Financial Management

• Implements new systems or process within the team to ensure invoice accuracy.
• Ensures invoices are released timely and clients settle their charges in the same fashion.
• Meet or exceed account objectives for revenue and gross profit.
• Makes sure that locked forecast is within +/- 5% of actual revenue
• Measures and tracks financial performance against forecast and budget. GP 55%-65%
• Administers the division's budget to monitor cost and analyze variances.
• Assists the Senior Account Manager in planning for the division's budget.