Operations Manager | Telco

Sutherland; Tarlac City; On-site; PHP 446,400 - 669,600; Full time

Job summary

Sutherland is seeking an Operations Manager in Tarlac City, Philippines. The ideal candidate will lead cross-functional teams and drive process improvement while ensuring high customer engagement and satisfaction. This role requires candidates with 4 to 8 years of operations experience, strong communication skills, and the ability to manage multiple projects effectively.

The position includes maintaining performance metrics, preparing financial reports, and developing trust with team members. Join us for a fulfilling career!

Qualifications

• Candidates with 4 to 8 years of handling operations or similar disciplines will be considered.
• Strong verbal and written communication skills needed.
• Specialized skill in running large scale production operations is a must.

Responsibilities

• Identify and drive organizational changes needed to adapt to market demands.
• Solve complex customer service issues and conduct business with integrity.
• Lead customer interactions during performance reviews, ensuring high standards.

Skills

4 to 8 years in operations or similar disciplines

Strong verbal and written communication skills

Specialized skill in running large scale production operations

Experience managing multiple projects

Experience managing project managers with span of 100

Job description

Manager JD |SD

Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Delivery Excellence

o Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next generation service delivery

o Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions and gather analytical insights

o Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects

Customer Engagement and Issue Resolution

o Solve complex customer service issues by proactively identifying root causes and address them to deliver sustained accuracy, productivity, quality and other key performance metrics

o Conduct business with utmost integrity and ensure high standards of compliance are maintained

o Lead interactions with customer during weekly and monthly performance reviews

o Act as Point of Contact for first level of escalation

o Ability to be customer-oriented in managing communications and issues

o Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions

Internal metrics delivery & reporting

o Work with the leadership team to determine strategy to achieve overall site goals.

o Maintain cost effective and stable workforce to handle Seasonality & Volatility of volumes

o Responsible for preparation of invoices and ensure timely submission to customers

o Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head

Team Engagement

o Set, Monitor & Periodic review of goals for Associate Managers & Team Managers

o Develop structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process

o Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates

Leadership Development

Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a teamplayer.

Our most successful candidates will have:

• Candidates with 4 to 8 years of handling operations or similar disciplines will be considered with relevant project management experience, experience in handling telco, billing, sales LOB. (preferably telco)

• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.

• Should have specialized skill in running large scale production operations.

• Demonstrable experience and capability to manage multiple projects simultaneously & autonomously.

• Experience of managing, direct or matrix, project managers, technical resources with span of 100 for Manager.