Promote development of direct reports through continuous training.
Ensure work is allocated and executed in line with organizational policies and business requirements.
Manage and review operational reports, including attendance adherence, performance feedback programs (PFP), client scorecards, and metrics management reports, to ensure accuracy and effectiveness.
Drive process improvement initiatives by identifying risks and integrating automation solutions.
Promote kaizen initiatives within the business and the organization.
Standardize internal audit processes and measurements to ensure data integrity and operational effectiveness.
Build and maintain strong relationships with clients and stakeholders, ensuring their needs are met and expectations are exceeded.
Lead quality management systems across multiple programs to ensure compliance with SLAs, KPIs, and contractual obligations.
Provide leadership and guidance to direct reports, ensuring consistent implementation of the company Code of Conduct and Discipline Management.
Conduct regular one-on-one meetings with direct reports to assess individual and team performance and provide ongoing developmental coaching.
Collaborate with cross-functional teams to enhance tools, reporting systems, and training frameworks.
Attend and contribute to business reviews with clients, providing valuable insights and feedback.
Create a positive work environment through employee engagement and resolve any employee relations issues in a prompt and professional manner.
Qualifications/Experience
Minimum of 7 years of proven success in an operations management role in a BPO-setting.
Demonstrated ability to coach, develop action plans, maximize performance, and provide effective feedback.
Strong capability in analyzing and improving work processes, establishing actionable plans to achieve specific goals.
Ability to work well under pressure, maintaining a professional demeanor while following through on tasks to completion.
Excellent interpersonal and communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders.
Strong analytical and strategic-thinking abilities.
Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
