Operations Manager

Job Overview

The Operations Manager will oversee a designated Operations Department, handling daily global operations and ensuring the successful delivery of products and services. Key duties include optimizing turnaround times, ensuring compliance with SLAs, driving revenue growth and recognition, and managing expenses, costs, and margins. The Manager will also be responsible for achieving monthly, quarterly, and yearly financial goals, maximizing overall profitability, improving customer interactions, and enhancing efficiency and effectiveness metrics.

Job Role & Responsibilities

• To deliver to the client - metrics of productivity, quality, and time
• Day to day management and oversight of the business unit’s functioning out of the Philippines operating center
• Running the “Centre of Excellence” delivery ops for production across Philippines
• Maintaining Client Service Level Agreement Standards (SLA’s) & client satisfaction
• Work with Operations and Relationship Managers to identify the client’s needs and implement processes and procedures to meet those needs
• Assess technology needs related to the management, service and quality measurements and related reporting capabilities for internal and customer use
• Maintain internal policy and procedures for management
• Communicate policies, procedures, and industry changes to Affiliate Network
• Review and suggest computer system improvements to technical staff and work to implement
• Implement internal and external procedures and continually update processes to ensure maximum customer satisfaction and efficiency at the lowest cost
• Prepare and deliver performance reviews, coaching, and discipline when necessary
• Hire, train, develop, and motivate staff
• Perform other operational duties as requested

Qualifications & Experience

• Bachelor’s degree in Business, Finance, or other related fields.
• Excellent written and oral communication skills
• 6+ years of experience in a leadership role for contact centers, Mortgage Domain
• Must have experience in US Mortgage.
• Strong information analysis and ability to interpret capabilities (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
• Exceptional problem solving, task prioritization, follow-up, and quick learner
• Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation
• Good exposure to MS Office (Excel and PPT)
• Confidence and skillful negotiating skills
• Experience starting up a new business in BPO – preferably in BFSI industry a plus
• Able to work either in Mandaue or Cebu City site.

Benefits

• Competitive Base Pay
• Paid Holidays
• HMO Benefits
• Group Life Insurance
• Excellent Growth and Advancement Opportunities

Job Type: Full-time

Work Location: In person