Supervisor I, Operations Management

RELX INC; Iloilo; On-site; PHP 600,000 - 900,000; Full time

Job summary

RELX INC in Iloilo is seeking a dynamic Fulfillment Team Lead to manage a multi-functional group and deliver on operational objectives. You will track performance metrics and drive improvements across processes to ensure quality, volume, and timeliness.

The role requires a Bachelor1 degree and 10 years of leadership in a BPO setting, with strong communication and change-management skills. You will collaborate with related departments and uphold service level agreements for internal customers.

Qualifications

• Bachelor1 degree holder.
• 10 years leadership experience in a BPO setup.
• Understanding of AHT, NPS, SLA concepts.
• Excellent written and verbal communication with all levels.
• Proven ability to manage change and delegate.

Responsibilities

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives.
• Track and analyze team performance data to drive improvements and excellence.
• Collaborate cross-functionally to improve efficiency and service quality.
• Foster proactive relationships with supported business units.
• Promote continuous learning and upskilling of self and team members.
• Conduct regular operations reviews and drive action items.
• Manage multiple projects and reprioritize as needed.
• Drive initiatives to improve team processes and partner with leadership on critical actions.
• Develop and implement support plans to meet service level objectives.

Skills

Leadership

BPO experience

Communication

Analytical skills

Project management

Change management

Enterprise AI tools

Education

Bachelor1 degree

Job description

Manila

Iloilo

Full time

R117551

• Lead a multi-functional team of Fulfilment representatives to deliver on operational objectives

• Track and analyze team performance data to drive performance improvements and operational excellence

• Collaborate cross-functionally and related departments to drive innovation and service excellence and to improve overall efficiency

• Foster proactive relationships with supported business units

• Promote continuous learning and upskilling of self and team members

• Conduct regular operations reviews and execute agreed action items

• Manage multiple projects and reprioritize as needed

• Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions

• Develop and implement support plans to meet service level objectives and manage day-to-day operations

• Ensure team performance meets quality, volume, and timeliness goals

Qualifications:

• Bachelor’s degree holder

• 1-2 years of leadership experience in a BPO setup

• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)

• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization

• Proven success at managing change

• Strong organizational, prioritization and delegation skills

• Proven problem solving and analytical skills

• Detail oriented and project management skills

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 months

  We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.