Senior Operations Manager

Transcom; Bacolod; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Day 1 HMO

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom is seeking a Sr. Operations Manager for the Bacolod site to drive profit, growth, and service delivery. You will lead Team Leaders, manage budgets, and maintain high employee engagement while ensuring client satisfaction and strong performance metrics.

The role requires leadership, strong communication, and experience in a performance-driven environment, with a focus on operations excellence and strategic growth.

Qualifications

• University degree or equivalent higher qualification.
• Has led an operations team in customer service (Telco and Sales).
• Proven ability to interpret data trends and provide insight (RCA).
• Experience in a performance-driven environment.
• Skilled at dealing with clients and understanding their needs.

Responsibilities

• Drive profit and growth through accurate forecasting and budgeting.
• Lead People initiatives: recruit and develop Team Leaders, set performance targets, and maintain morale.
• Manage client relationships and ensure profitable, loss-controlled operations.
• Promote Transcom culture and ensure adherence to policies and quality standards.
• Collaborate with HR to support management development and succession planning.

Skills

Time management

Communication skills

Education

University degree or equivalent higher qualification

Job description

Job Description:

Transcom is looking for talented individuals like you to join our awesome team! Be the next Sr. Operations Manager for our Transcom Bacolod site.

Join our Transcom Family as a Sr. Operations Manager!

The Sr. Operations Manager is responsible for the profit and growth of his/her business area through employee performance management, service delivery and client interaction. The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

Profit and Growth

• Deliver accurate data to produce the forecast
• Develop realistic budgets
• Ensure consistent financial follow-up

People

• Define needs for Team Leader recruitment in conjunction with HR.
• Be in charge of Team Leader development and support, and define Team Leader training needs.
• Set and follow up on quality and quantity targets for the allocated Clients/projects.
• Promote teamwork.
• Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
• Develop and maintain effective performance management.
• Lead by example.
• Maintains a sound plan of corporate organization.
• Work with Human Resources to establish policies that will insure adequate management development and to provide for management succession.

Business

• Have a deep understanding of the price structure and the profitability goals of TWW.
• Ensure that price structures are communicated and understood by every member of his/her business unit.
• Proactively respond to variances in targets and service levels.
• Prepare and/or support preparation for commercial negotiations.
• Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
• Plan and implement expansions to current business.
• Plan for and implement new businesses.
• Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.
• Ensure that revenue streams cover committed costs wherever possible.
• Ensures a continued positive relationship with the client by building a bridge to the client and evaluating the opportunities for growth.
• Grow revenue from existing clients and participants in securing new business as well as facilitate internal & client business reviews.
• Ensure clients satisfaction through continuous business improvements.
• Seek to increase client revenue and develop a partnership.
• Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.

Culture

• Proactively promote the Transcom objectives.
• Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit.
• Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
• Ensure a high level of morale and a sense of loyalty to TWW in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.

Process and Integrity

• Continuously review procedures and implement improvements.
• Implement TWW standard practices.
• Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
• Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.

Communication

• Attend internal meetings with other staff of the contact center.
• Directly responsible for all communication with and support of Team Leaders.
• Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility

What we are looking for:

To be successful in this role you must…

Educational Background:

• University degree or equivalent higher qualification

Work Experience:

• Has led an operations team specific to customer service (Telco and Sales).
• Has a keen eye for detail and is able to understand trends from data; can provide insight and is well versed in RCA
• Has worked in a performance driven environment
• Is proficient in dealing with clients, reading the room and understanding what the clients needs are
• Should be familiar or have exposure to managing teams

Skills Requirements:

• Can manage his/her time effectively and be focused on setting clear objectives and priorities.
• Excellent communication skills

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.