DE033335-Delivery Ops Sr Analyst

Accenture in the Philippines; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Origin is seeking a Delivery Ops Sr Analyst to lead a customer‑facing operations team from Quezon Cyberpark Tower 3 in the Philippines. This on‑site role focuses on assigning work, ensuring quality of service, and driving performance to meet business objectives.

The ideal candidate has at least 3 years of relevant experience with supervisory exposure, and preferably experience in the telecom sector. The position requires eligibility to live and work in the country and supports a return-to-office

Qualifications

• At least 3 years of relevant experience; no domain specified.
• With 1-year supervisory experience.
• Telco experience is preferred only.

Responsibilities

• Keeping customer at the center of the team’s thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations through the application of sound judgement to deliver a resolution within agreed timeframes that also provides an opportunity to improve consultant effectiveness
• Managing and meeting customers’ expectations by optimizing the performance of team members, through identifying, improving and implementing localized initiatives that result in reduced customer effort, increased customer loyalty, increased customer acquisition and retention.
• Daily leadership of their team and oversight of the workflow, quality and quantity of output delivered as supported by on-job training and coaching and creating an environment that drives high performance and the desire to grow their careers at Origin.
• Collaborating closely with the other Team Leaders, Operations Managers and support partners to ensure the voice of customer and business is represented.
• Ensuring all sales practices meet industry regulatory requirements and Origin’s internal policies as a minimum standard.
• Create a highly engaged workforce led by a compelling vision that connects the team to the Retail wide objectives.
• Effective and timely performance monitoring, counselling and coaching of team members with a focus on delivering consistent and well-balanced team performance through effective use of the performance & behaviour management framework.

Skills

Team leadership

Customer satisfaction

Coaching/mentoring

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Delivery Ops Sr Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Team lead is responsible for work assignments, managing quality of service of the team and driving the performance of the team to meet business objectives.

RESPONSIBILITIES:

• Keeping customer at the center of the team’s thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations through the application of sound judgement to deliver a resolution within agreed timeframes that also provides an opportunity to improve consultant effectiveness
• Managing and meeting customers’ expectations by optimizing the performance of team members, through identifying, improving and implementing localized initiatives that result in reduced customer effort, increased customer loyalty, increased customer acquisition and retention.
• Daily leadership of their team and oversight of the workflow, quality and quantity of output delivered as supported by on-job training and coaching and creating an environment that drives high performance and the desire to grow their careers at Origin.
• Collaborating closely with the other Team Leaders, Operations Managers and support partners to ensure the voice of customer and business is represented.
• Ensuring all sales practices meet industry regulatory requirements and Origin’s internal policies as a minimum standard.
• Create a highly engaged workforce led by a compelling vision that connects the team to the Retail wide objectives.
• Effective and timely performance monitoring, counselling and coaching of team members with a focus on delivering consistent and well-balanced team performance through effective use of the performance & behaviour management framework.

OTHERS:

• Project Shift Schedule: Morning Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Cyberpark Tower 3

SKILL AND QUALIFICATIONS:

• Standard Team Lead profile
• At least 3 years of relevant experience; no domain
• With 1-year supervisory experience
• Telco experience is preferred only