Operations Manager (Financial Program Experience Only)

FINANCIAL PROGRAM Experience is required for this role.

The Opportunity

Join the dynamic team as an Operations Manager, overseeing the Premium Financial Program at our Quezon City location.  You will play a pivotal role in driving operational excellence and delivering exceptional customer experiences.

Key Responsibilities

• Manage the day-to-day operations of the Premium Financial Program, ensuring seamless service delivery and optimal team performance.
• Develop and implement strategies to meet and exceed key performance indicators (KPIs), targets, and business objectives.
• Lead, coach, and motivate a team of skilled customer service representatives, fostering a positive and collaborative work environment.
• Identify and address operational challenges, implementing effective solutions to improve efficiency and productivity.
• Analyse and interpret data to make informed decisions, driving continuous improvement across the program.
• Collaborate with cross-functional teams to enhance the customer experience and support the overall growth of the business.
• Ensure compliance with relevant industry regulations, company policies, and quality standards.

What We're Looking For

• Minimum of 3 years of proven experience in a similar Management & Support role within the call centre or customer service industry.
• Demonstrated expertise in leading and motivating teams to achieve exceptional results.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels.
• Familiarity with premium financial services and products, as well as relevant industry regulations and compliance requirements.
• Proficiency in Microsoft Office suite, with the ability to interpret and leverage data to drive operational improvements.
• A passion for delivering exceptional customer experiences and a commitment to continuous learning and development.