Senior Operations Manager for Banking Account in Makati

Concentrix; Makati; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Concentrix in Makati seeks a Senior Operations Manager to lead performance across BFSI accounts, optimize processes and ensure delivery excellence through engaged leadership. You will review program performance, approve staffing and training, and act as escalation point for Supervisors and front-line staff to meet targets.

The role requires strong analytical and communication skills, and the ability to explain technical issues in plain language while delivering top-tier customer and technical

Qualifications

• At least 2 years of Senior Operations Manager experience in BFSI accounts.
• Willing to work on-site in Makati, Philippines.
• Strong analytical, problem solving and troubleshooting abilities.
• Ability to explain technical issues in non-technical terms to clients and teams.
• Experience providing customer and technical support via phone, chat and email.

Responsibilities

• Review program performance to identify needs and opportunities.
• Approve staffing, training, development and performance management.
• Serve as escalation point for supervisors and front-line staff when problems arise.
• Meet forecasted financial targets including occupancy and billing efficiency.
• Coach and develop subordinates to maximize performance.
• Track client issues and maintain clear client communication and issue resolution.
• Lead process improvements to enhance service quality and reduce operating expenses.

Skills

SOM experience

On-site in Makati

Analytical skills

Troubleshooting

Technical communication

Customer support (phone/chat/email)

Job description

In a world full of average, Concentrix stands out. To achieve extraordinary results for our clients, we’re disrupting the professional services market. We are absolutely obsessed with making our clients’ businesses better. To make transformative changes, we bring together the brightest creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. We are looking for a Senior Operations Manager that shares this mind-set.

What you need

• Must have at least 2 years SOM experience handling BFSI accounts
• Must be willing to work on-site in Makati
• Strong analytical, problem solving and general troubleshooting skills
• Ability to communicate technical issues in non-technical terms
• Able provide customer and technical support to customers through inbound phone, chat and email requests

What will you be doing?

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development and performance management
• Act when necessary as a problem solving escalation point for Supervisors and front line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversees program/problem resolutionMaximize potential of subordinates through coaching, development and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Results’ goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved