Operations Manager for Collections Account - Bridgetowne

Concentrix; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking an experienced Senior Operations Leader in Metro Manila (Pasig) to guide day-to-day BPO/CX operations, ensuring timely SLA delivery and high levels of employee and customer satisfaction.

You will establish client engagements, organize resources, and report on performance while driving continuous improvement, mentoring team leads, managing staffing and training, and aligning governance with client strategies for future growth.

Qualifications

• Cumulative 7+ years of relevant work experience in a BPO or CX setting/industry.
• At least 5 years of demonstrated leadership or management experience.
• Alternative: 2-3 years in the same role or capacity.

Responsibilities

• Manage operations to ensure seamless delivery and high SLA satisfaction.
• Establish and manage relationships with clients.
• Organize resources, set goals, execute strategies and report.
• Follow governance, escalation and communication plans.
• Ensure team members meet job standards and receive training.
• Coach and mentor team leads; hire and develop leaders.
• Oversee staffing, attendance, and scheduling; monitor performance.
• Grow client partnerships and drive continuous improvement initiatives.
• Lead business reviews and provide regular updates to clients.

Job description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

MHR:

Cumulative7 or more years of relevant work experience in a BPO or CX setting/industry. With at least 5 years of demonstrated Leadership or Management experience. Or 2-3 yrs within the same role or capacity

Role and Key Responsibilities:

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
• Establish & Manage Relationships / Engagement with the Clients.
• Organize resources, set goals, execute Executives and client strategies and responsible for reporting.
• Responsible for following agreed governance model, escalation & communication plan.
• Ensure that team members achieve agreed standards in relation to their job assignments.
• Ensure training of new staff on the corporate policy and rules
• Ensure that the buddy system is implemented ensuring consistent performance delivery, without disruption.
• Monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provide updates.
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in the process.
• Coach & mentor Team lead enabling them to manage effectively.
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• Ensure that all internal customer queries are followed up in a timely manner.
• Collaborate with internal teams.
• Be the Key contact for all problems and queries with specific business assigned.
• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention.
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs Selecting, training, developing, and managing performance of direct reports and their associates, including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
• Host Business reviews on a regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement