Operations Manager II

Concentrix; Canlandog; Sur place; PHP 600 000 - 1 200 000; Plein temps

Résumé du poste

Concentrix Bacolod City—Philippines is seeking an experienced Operations Leader to drive revenue growth and profitability for assigned programs. The role emphasizes strategic leadership, staff development, and strong client relations.

You will oversee training, performance management, vendor relations, and cross-functional collaboration to ensure service levels and contract requirements are met, while fostering a positive work environment.

Qualifications

• Excellent communication and interpersonal skills.
• Proven ability to coach and develop action plans to maximize performance.
• Experience implementing organizational change and adapting to evolving needs.
• Strong prioritization and time-management to meet deadlines in a fast-paced environment.
• Proactive in mentoring and guiding teams to achieve objectives.
• Customer-service orientation with a professional demeanor.
• Demonstrated leadership across multiple teams or units.
• Willingness to work a flexible schedule and manage competing priorities.

Responsabilités

• Maintain and grow revenue and profitability for programs, including margins and utilization.
• Ensure programs have proficient training, staff development, and employee relations programs.
• Select, train, develop, and manage performance of direct reports and their teams.
• Provide leadership to ensure consistent application of policies and corrective actions as needed.
• Analyze and maintain Client Service Levels and implement improvement plans.
• Ensure operations comply with active contracts and client requirements.
• Oversee client relationships and monitor client satisfaction; communicate with stakeholders.
• Partner with Business Development to grow new business from clients.
• Conduct regular one-on-ones to review performance and development needs.
• Foster a positive work environment and address employee relations professionally.
• Participate in cross-functional meetings to drive issue resolution and continuous improvement.
• Maintain relationships with strategic vendors to stay abreast of trends.
• Participate in opportunity reviews and site visits with potential clients.
• Host business reviews and communicate objectives via routine reports and leadership meetings.

Connaissances

Communication

Coaching & Development

Change Management

Time Management

Mentoring

Customer Service

Leadership

Strategic Thinking

Formation

Associate's Degree Preferred

Description du poste

Essential Functions/Core Responsibilities

• 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
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• 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
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on 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

Candidate Profile

• Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Willingness to work a flexible schedule

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: PHL Bacolod City - Two Sanparq

Language Requirements: Time Type: Full time

Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.