About the jobWe are urgently hiring for Operations Manager.Salary: PHP100,000 to PHP110,000Shift: UK hours, necessitating availability during weekends and Philippine public holidays. Core workload hours are 9 AM to 9 PM UK time due to the 24/7 Hoop.Immediate availability is preferred. Long-term remote work arrangement envisaged.Job OverviewAs the Operations Manager, you're responsible for the organization's overall performance and culture. You'll act as the key account manager for your channel, handling all operational matters with client partners.Your role involves executing the operational plan defined by the Executive and Group Leadership team to achieve commercial and people outcomes. You'll use your operational expertise to devise strategies for optimizing profitability and building a strong talent pipeline. To accomplish this, you'll provide clear vision and direction, coach your frontline leadership team, and deliver key insights to drive actionable decisions for both the business and clients.Key ResponsibilitiesOrganizational DevelopmentDevelop and implement strategies to optimize the structure and workflows of client services, social media, and marketing departments.Analyze processes and develop key performance criteria and standards to monitor and manage agents' performance.Identify opportunities for process optimization and lead change management efforts to enhance efficiency and effectiveness.Drive operational targets, best practices, and training programs that support service, quality, and efficiency standards.Have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and the needs of their teams.Oversee operational systems and processes, while actively seeking opportunities for innovation to drive achievement of business objectives.Performance ManagementEstablish performance metrics and key performance indicators (KPIs) to measure the effectiveness of client services, social media, and marketing initiatives.Monitor performance against targets, identify areas for improvement, and implement corrective actions as needed.Ensure delivery of Client KPI targets, including day-to-day service levels, customer experience, quality measures, and compliance measures.Conduct regular performance reviews and provide feedback to team members to support their professional growth and development.Drive initiatives to foster a culture of innovation, collaboration, and continuous improvement across teams.Training and OnboardingResponsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with internal recruitment teams to attract the very best external talent, in line with the agreed framework.Succession planning will be in place to ensure key roles are filled and individual talent is recognised.Develop comprehensive training programs for new hires and ongoing professional development for existing team members.Collaborate with HR and department heads to ensure effective onboarding processes and continuous learning opportunities.Provide mentorship and coaching to team members to enhance their skills and capabilities.Reporting and AnalysisManage and develop operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key workstreams.Establish reporting frameworks and dashboards to track key metrics and provide insights into the performance of client services, social media, and marketing efforts.Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and recommendations for action.Cross-Functional CollaborationWork closely with other departments such as sales to align operations with broader business objectives.Foster strong collaboration and communication channels to ensure seamless integration and coordination across teams.Lead cross-functional projects and initiatives to drive organizational success and growth.Responsible for Business Continuity.QualificationsStrong leadership and influencing skills, with demonstrated experience in developing and leading high-performing teams.Minimum 5 years of senior management experience (preferably someone who has experience as a Senior Manager/Director specializing in BPO Operations and Management or equivalent), running a critical business function with multiple teams, products, and operating requirements. Process transformation experience is required.Proficient in advanced Excel functions and features such as VLOOKUP, INDEX-MATCH, macros, and data analysis tools.Capable of creating professional presentations with PowerPoint, including slide transitions, custom layouts, and multimedia elements.Familiar with navigating the Salesforce, Trengo and Pipedrive interface and basic functionalities.Proactive, strategic thinker with an innovative approach.Proven experience in effective coaching and development of emerging leaders.Detail-oriented and analytical, able to interpret data, identify trends, and make suggestions for improvements.Methodical approach to problem-solving, with tenacity to work continuously toward a suitable solution.Excellent decision-making skills, backed up with the ability to justify reasoning and take accountability for results.Ability to work with confidential and time-sensitive issues.Ability to plan, organise, track and coordinate initiatives.Must possess a professional, courteous, and resilient attitude.Proven track record of meeting targets and delivering tangible outcomes.Excellent interpersonal communication and organizational skills.Ability to build productive business relationships with peers, direct reports and stakeholders.
3 months ago