Senior Operations Manager

The Senior Operations Manager - Philippines is the face of the offshore contact centre and back-office support operations of one of our fast growing clients. This role will mainly be responsible for ensuring and improving overall day-to-day performance, productivity and efficiency through the implementation of effective strategies and management techniques for this online retailer based in Australia. The role is responsible for leading the team to develop a culture that supports the client’s values and in doing so, creates a high-performance environment by ensuring that high levels of attendance, metrics and KPIs are achieved, people matters are handled effectively, behavioural and culture standards are upheld and administrative tasks are completed in a timely manner. This role works closely with the Australian-based leadership team ensuring they are kept updated at all times, handling all issues and concerns regarding operational, infrastructural and people matters

• Prepare, implement and deliver operational strategy and plans to achieve business goals, including the daily achievement of targets
• Understand and interpret organisational and departmental strategy requirements and work with appropriate groups to develop solutions that positively impact both customer and employee satisfaction
• Review contact centre operations with a view to improving efficiency and employee and customer experience
• Conduct needs assessments, performance reviews, capacity planning and cost/benefit analyses to improve performance across all teams, with a strong focus on the customer care team
• Manage human resource objectives by recruiting, selecting, coaching, counselling, disciplining, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures for front line employees, building a team of highly capable and highly committed individuals
• Encourage the identification of process and practise improvements and provide recommendations for changes to processes and develop testing, training and monitoring to support successful implementation
• Facilitate innovation through the introduction of new initiatives to improve performance of the teams, specifically focused on developing and maximising customer care operations and growing sales capability
• Drive the delivery of customer experience initiatives within the customer care team
• Monitor team performance, attendance, productivity, etc. and ensure that functional, operational and customer SLAs are met
• Manage reward and recognition programs
• Lead, develop and coach direct reports to maximise performance and engagement
• Adhere to and understand constant changes in policy and procedure communicating and enforcing these across all teams
• Ensure efficient and effective dissemination and communication of information to team members in a variety of ways ensuring communication is clearly understood
• Proactively communicate with the Client’s leadership team
• Manage risk and compliance to agreed standards and policies within the customer care team
• Unite in a single culture, which blends with the existing culture and promotes unity of purpose
• Contribute to the cultural, social and behavioural standards within the business through leadership by example (i.e. Walk the Talk)
• Conduct management presentations as required
• Perform any other responsibilities/duties as required by the group SENIOR OPERATIONS MANAGER - PHILIPPINES 2

KEY COMPETENCIES AND SKILLS:

• Able to make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards
• Must be detail-oriented, demonstrate good judgment and be able to think strategically and have strong analytical skills
• Must not be afraid to be “hands on” when required
• Demonstrated previous track record of taking the initiative to deliver successful outcomes (e.g. planning and implementation of sales programs, process improvements, cost savings, recognition and reward initiatives)
• Able to work and communicate effectively with a diverse range of people across all levels of the organization
• Highly developed human relationship skills in the areas of leadership, team building, negotiation and conflict resolution
• Trustworthy, professional, reliable and have the ability to work independently and manage multiple projects at a time
• Strong commitment to service and a flexible can-do attitude to respond to client, business and customer need in a rapidly changing, high-growth business
• Able to multitask and remain calm under pressure and stress
• Able to generate and interpret reports and think laterally in order to identify and implement opportunities for improvement

POSITION REQUIREMENTS:

• Graduate of any Bachelor Degree preferably any business related course
• With a minimum of 10 years hands-on relevant experience in contact centre team management and client management
• Previous minimum total span of control of at least 250 FTEs and above, with previous direct span of control of at least 5-10 FTEs composed of Managers/Supervisors and/or Leads
• Strong connection and alignment to the Client’s culture and values
• Previous experience in a BPO/offshoring company dealing with Australian customers is an advantage
• Excellent English language skills (verbal and written) an is able to understand complex issues, communicate effectively and with empathy in all levels of the organisation
• Previous experience in establishing and managing contact centre teams located in multiple sites / facilities
• Evidence of formal management / leadership development
• Hold a valid, unrestricted passport and be able to travel to Australia (at least x1/year for a minimum of 2 weeks’ stay)
• Previous experience and demonstrated proficiency with Salesforce CRM and/or Salesforce Service Cloud Lightning
• Background in Philippine Labor Laws / HR governing policies is a plus
• Must be willing to work in Bonifacio Global City, Taguig City
• Able to work on a flexible schedule as necessary

 

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.