Job Overview:
As the Operations Manager, you will be responsible for overseeing and optimizing the day-to-day operations of our business processes. This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management.
Operational Leadership:
- Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards.
- Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals.
Team Management:
- Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals.
- Foster a positive and collaborative team culture, emphasizing continuous learning and development.
Process Improvement:
- Identify and implement process improvement opportunities to streamline operations and enhance service delivery.
- Work closely with cross-functional teams to drive efficiency and effectiveness in business processes.
Performance Monitoring:
- Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met.
- Utilize data and analytics to make informed decisions and drive continuous improvement.
Client Collaboration:
- Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery.
- Establish and maintain strong client relationships through effective communication and performance reviews.
DUTIES AND RESPONSIBILITIES
- Work with the Operations Director, SOM, and Departmental Leaders to execute strategic projects.
- Oversee and direct daily business operations for optimum efficiency.
- Perform weekly meetings with operations staff to discuss metrics and deliverables.
- Submit frequent and as needed business reviews and report to other Enshored's Leadership team and clients.
- Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).
- Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
- Work with Enshored team members to support organic growth.
- Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.
- Frequently evaluate and analyze business productivity and performance.
- Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations.
MINIMUM REQUIREMENTS AND QUALIFICATIONS
- Must be a college graduate / Bachelor's Degree holder of any course.
- At least two years of experience as an Operations Manager.
- Must have excellent verbal and written English communication skills.
- Must be willing to work night shifts and shifting schedules.
- Experience in handling a travel account is a plus
Demonstrated competency in the following areas is also required:
- Demonstrated competency in the following areas is also required:
- Strong organizational, leadership, and interpersonal management skills.
- Vital planning, forecasting, problem-solving and analytical skills.
- Proven ability to develop, produce and analyze reports from existing ecosystems and make informed recommendations from the data gathered.
- Commitment to delivering to the highest quality.
- Proven ability to work within deadlines and project scopes.
Applicant Privacy Notice & Consent
1. How We Use Your Data
When you apply for a position with us, Enshored, Inc. (Enshored) collects and processes your personal data to evaluate your suitability for employment. This includes reviewing your resume, references, and any details provided during interviews. Your data may also be shared with our authorized service providers who process data on our behalf, solely in connection with this recruitment activity.
2. Retention
If your application is successful, this data will become part of your personnel file. If we do not hire you at this time, we will keep your information on file for two (2) years for record-keeping and talent pool purposes.
3. Your Rights
You have the right to access, correct, or request the deletion of your personal data at any time by contacting our Data Protection Officer at [Confidential Information]. To learn more about how we handle and protect your information, please read our full Applicant Privacy Notice.
Consent Statement
By submitting your application and resume through this job board, you expressly consent to the processing of your personal data for recruitment and hiring purposes as described above and in accordance with Enshored's Applicant Privacy Notice.
