Operations Manager - Sales

Journeyfront; Pasig; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Journeyfront in the Philippines is seeking an Operations Manager to oversee multiple lines of business, drive employee engagement, and achieve program-wide financial goals. You will report to the Director of Operations and lead KPI reporting, training, and continuous improvement initiatives.

The role requires strong leadership, ability to measure expectations, monitor onboarding/offboarding, and collaborate with Learning & Development and Recruiting to align staffing with program needs.

Qualifications

• Ability to establish and measure expectations for Support Departments.
• Ability to assess efficacy of technology, tools, and systems.
• Experience monitoring onboarding and offboarding practices.
• Ability to assess training efficacy and provide feedback to Learning and Development.
• Ability to assess recruiting efficacy and provide feedback to Recruiting.

Responsibilities

• Draft and review role definitions for positions under management quarterly.
• Conduct leadership training for new leaders and review with leaders under management.
• Design KPI reports to monitor progress toward program goals for production and supervisory staff.
• Lead weekly meetings to review production results, root cause analysis, and recognize performance.
• Oversee selection of new hires and internal promotions through interviews or review of recordings.
• Handle client requests and escalations in a timely manner.

Skills

Leadership

KPI tracking

People management

Program oversight

Training & development

Job description

The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company's mission, vision, and core values. The Operations Manager reports to the Director of Operations.

Key responsibilities

• Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations
• Conduct leadership training for new leaders and regularly review this model with all leaders under management
• Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff
• Conduct a weekly team meeting with direct report leaders to review production results, perform root cause analysis and resolution of issues, and identify opportunities to recognize good performance
• Conduct a weekly meeting with each direct report leader to review and discuss the progress of their team, ensure alignment of mutual expectations, and assess and improve job satisfaction
• Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills
• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews
• Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified
• Handle the resolution of client requests and escalations in a timely manner

About you

• Ability to establish and measure expectations of Support Departments
• Ability to assess the efficacy of technology, tools, and systems
• Experience monitoring onboarding and offboarding practices
• Ability to assess the efficacy of training efforts and provide feedback to Learning and Development
• Ability to assess the efficacy of recruiting efforts and provide feedback to Recruiting department
• Experience reviewing disciplinary actions for alignment with leadership principles and company values
• Ability to escal with urgency any disruptions to business or issues negatively affecting employee welfare