Operations Lead: Drive Service Excellence & KPIs

Canon New Zealand; Taguig; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Canon New Zealand is seeking an Operations Supervisor to oversee the day-to-day productivity of its Asia Order Management group. You will act as the reference point for customer processes across Inside Sales, Billing, Admin, Service billing and Contract Management.

The role requires guiding the team to meet contractual obligations and drive service excellence. Responsibilities include supervising daily operations, ensuring policy adherence, scheduling, KPI attainment, and continuous improvement

Qualifications

• Minimum 5 years solid experience in operations management and leading people.
• Bachelor’s degree or equivalent.
• Excellent systems and process knowledge.
• Excellent analytical skills, with a high proficiency in Microsoft Excel /Google Spreadsheet.
• Experience in adding value to international growing organizations through proactive root cause analysis leading to optimal business performance.
• Must be self-directed, highly motivated, and organized, with strong interpersonal skills, written and oral communication skills.
• High level of accuracy and strong work ethic.
• Excellent time management and prioritisation skills.
• Ability to work independently and as part of a wider team.

Responsibilities

• Supervise the daily operations, ensure that team members and team leaders have the tools and knowledge to deliver service in line with contracts.
• Ensure all processes, procedures, company and client policies are implemented and adhered to.
• Plan and manage employee schedules to meet customer KPI requirements.
• Ensure KPIs and SLAs are met for all teams.
• Measure and drive improvements in customer and employee satisfaction.
• Coach and develop the leadership team.
• Set goals, conduct reviews, coaching, and career development for staff.
• Coordinate resources and allocate hardware/software as needed.
• Analyze production, profitability, and staffing reports to recommend efficiency improvements.

Skills

Operations management

People leadership

Analytical skills

Excel/Google Sheets

Root cause analysis

Communication skills

Time management

Independent work

Team collaboration

Education

Bachelor’s degree

Tools

Microsoft Excel

Google Sheets

Job description

Canon New Zealand is seeking an Operations Supervisor to oversee the day-to-day productivity of its Asia Order Management group. You will act as the reference point for customer processes across Inside Sales, Billing, Admin, Service billing and Contract Management.

The role requires guiding the team to meet contractual obligations and drive service excellence. Responsibilities include supervising daily operations, ensuring policy adherence, scheduling, KPI attainment, and continuous improvement