Seasonal Sr. Operations Manager

Concentrix; Quezon City; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Concentrix in the Philippines is seeking a Sr. Manager, Operations who will coach and supervise a group of Operations Managers and Team Leaders, building strong client relationships and ensuring service levels are met.

You will drive profitability through revenue growth, margins, billing, seat utilization, and retention, while promoting staff development, training, and performance management. The role requires leadership across departments to sustain contract compliance and continuous

Responsibilities

• 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.

Job description

The Sr. Manager, Operations is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements, and achieving financial expectations.

• 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.