Operations Manager - Fintech Account

ibex; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in the Philippines is seeking an Operations Manager to supervise non-exempt teams, assign work, monitor attendance, and support performance appraisals in line with company policy.

You will lead team leaders, drive service levels, maintain strong client relationships, and develop staff to maximize productivity across call center operations.

Qualifications

• Bachelor’s degree preferred.
• At least 2 years of experience as an Operations/Program Manager.
• Proven leadership and people-management abilities.
• Strong communication and customer-service orientation.

Responsibilities

• Manage the performance of team leaders and their representatives to meet client expectations and align with company policies.
• Ensure optimum productivity and service level goals are maintained at all times.
• Maintain an excellent working relationship with clients and continuously strive to improve service levels.
• Develop all team leads to ensure top performance.
• Day-to-day management of account and related issues.
• Monitor, measure, report and analyze data to improve call centre performance.
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed methods.
• Responsible for staffing and hiring.
• Provide subject matter expertise.
• Hold team meetings regularly with direct reports.
• Communicate all process and client changes promptly to direct reports.

Skills

Excellent communication skills

Strong customer service skills

Excellent leadership

Time management

Education

Bachelor’s degree

Job description

Overview

The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Responsibilities

DUTIES AND RESPONSIBILITIES:

• Manage the performance of the team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies


• Ensure optimum productivity and service level goals are maintained at all times


• Maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.


• Develop all team leads to ensure top performance


• Day to day management of account and related issues


• Monitor, measure, report & analyze data to improve call centre performance


• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques


• Responsible for staffing and hiring


• Provide Subject Matter Expertise


• Hold team meetings on a regular basis with direct reports.


• Communicate all process and client changes to direct reports within specific timeliness

Qualifications

Knowledge

• Up to date management skills and understanding of employee motivation


• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Excellent communication skills


• Strong Customer Service skills


• Excellent Leadership and Interpersonal skills


• Effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.


• Ability to problem solve independently and make fast but high quality decisions


• Ability to create, interpret and analyze reports


• Ability to exhibit professionalism


• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers


• Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

• Bachelor’s degree (any field) is preferred


• At least has 2 years of experience as an Operations/Program Manager