Director of Operations Strategy & Enablement

Mahindra Satyam; Philippines; Vor Ort; PHP 3.500.000 - 5.200.000; Vollzeit

Benefits dieser Stelle

Health coverage

Career growth opportunities

Referral rewards

Zusammenfassung

Tech Mahindra Philippines is hiring a General Manager (Director level) for Operations Support to lead the end-to-end functions of a client contact center. Responsibilities include WFM, real-time management, BI/analytics, training, quality, and financial governance while guiding senior leaders.

You will collaborate with Operations and client teams, drive performance reviews, automation, and transformation to deliver scalable, high-quality service for a 2,000+ FTE environment.

Qualifikationen

• 10–14 years of overall experience with at least 2 years in a Senior Management role.
• Experience managing large-scale contact center operations (2,000+ FTEs).
• Multi-channel contact center experience (inbound, outbound, back-office, chat).
• Bachelor's degree; postgraduate Finance/Audit preferred.
• Certifications such as Six Sigma or Scrum are advantageous.

Aufgaben

• Lead end-to-end Operations Support for the client contact center.
• Oversee Workforce Management and Real-Time Management including forecasting and scheduling.
• Lead BI, reporting & analytics with dashboards and data insights.
• Manage Training, continuous improvement and capability development.
• Oversee Quality & Compliance including SLA/TAT, audits, and regulatory requirements.
• Manage budgets, pricing, contracts, and MSA/legal documents.
• Partner with Operations and stakeholders on performance and priorities.
• Lead monthly/quarterly reviews and drive data-driven improvements.
• Drive automation and transformation to improve efficiency and scale.
• Develop functional leaders through coaching and succession planning.
• Provide senior-level headcount and budget approvals.

Kenntnisse

Leadership / people management

BI & analytics

Forecasting / capacity planning

Financial acumen

Stakeholder management

Process improvement

Communication / influence

Six Sigma / Scrum (adv)

Ausbildung

Bachelor's degree (any discipline)

Postgraduate qualification in Finance/Audit (preferred)

Jobbeschreibung

Tech Mahindra Philippines is hiring a General Manager (Director level) for Operations Support to lead the end-to-end functions of a client contact center. Responsibilities include WFM, real-time management, BI/analytics, training, quality, and financial governance while guiding senior leaders.

You will collaborate with Operations and client teams, drive performance reviews, automation, and transformation to deliver scalable, high-quality service for a 2,000+ FTE environment.