Operations Manager (Sales Telcom)

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

Job summary

Private Advertiser is seeking an Operations Manager to oversee multiple lines of business, drive employee engagement, and ensure client satisfaction while meeting program-wide financial goals. The role reports to the Director of Operations and collaborates with Leadership, Recruitment, and Learning & Development teams.

The successful candidate will design KPI dashboards, lead weekly leadership reviews, and drive onboarding/offboarding efficiency, performance coaching, and hiring decisions across

Qualifications

• 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 assess the efficacy of recruiting efforts and provide feedback to Recruiting department.

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 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 and identify opportunities to recognize good performance.
• Conduct a weekly meeting with each direct report leader to review progress, ensure alignment of mutual expectations, and assess 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.
• Handle the resolution of client requests and escalations in a timely manner.

Skills

Leadership & people management

KPI reporting

Training & development

Onboarding & offboarding

Recruiting feedback

Disciplinary reviews

Job description

About the role

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 assess the efficacy of recruiting efforts and provide feedback to Recruiting department