Operations Manager

GC Services International, LLC; Bacolod; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

InteLogix in the Philippines is seeking a strategic Leader to head customer care, drive a global roadmap aligned to SLAs and KPIs, and elevate the customer experience across functions.

You will build reporting, manage client relationships, guide initiatives to improve KPIs, and oversee budget, staffing, and training to exceed customer expectations.

Qualifications

• Experience leading customer care and global programs.
• Strong ability to translate data into action and insights.
• Excellent stakeholder management across multi-functional teams.

Responsibilities

• Lead customer care efforts and global roadmap aligned to SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and insights for leadership.
• Manage client communication and relationships.
• Drive process redesigns to improve KPIs and efficiency.
• Set clear goals and metrics for customer service teams.

Skills

Leadership

Data-driven

Stakeholder management

Tools

CRM software

Analytics tools

Job description

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities:

• Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
• Manage client communication and relationships.
• Evaluate existing systems and processes and implement redesigns to improve and optimize KPIs and efficiency.
• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
• Oversee the deployment of technology and features that improve customer experience.
• Act as a change agent, systematically driving continuous improvement and operational excellence.
• Stay abreast of overall business targets, schedules, and activities.
• Work closely with other functions for efficient day-to-day business operations.
• Collaborate other groups to address customer-impacting issues, armed with clear, data-driven business cases.
• Manage the appropriate budgets and ensure staffing workforce planning adequately to cover volume and achieve SLAs.
• Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations.
• Ensure full compliance with all regulations, compliance, and audit reports.
• Manage P&L for the program(s).
• Participate in community engagement activities

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.