Overview:
The Operations Senior Director leads the overall business operations of his/her cluster of accounts/projects with passion, drive & creativity in a very dynamic team environment, and ensures the compliant & consistent execution of our deliverables & metrics with our clients while minding profitability, productivity, & efficiency along with our people programs, support units & leadership, all aligned with our organization's mission, core values, norms, & policies.
Key Results Areas:
Strategic Leadership & Execution
- Maps out an annual operating plan with strategic key actions, targets and measures of success including its complementing resources and tools needed by his/her accounts/projects to meet and/or exceed the organizational objectives and our customers expectations
- Executes the business operational plans, goals, systems, & procedures designed for and approved by the clients in collaboration with the Client Services Team and all other co-responsible stakeholders, as documented by our service contracts
- Foresees any deviation from the business operations that may compromise our delivery of outstanding customer experience, and confirms them with the help of the Client Services Team tracking all our client services & expectations rendered
- Collaborates with other support teams and functions to ensure that overall operations goals and expectations are aligned, accurately communicated, and consistently providing quality customer experience while maintaining:
- Efficient Ratio Management and Delivery
- Strategic Disaster Recovery and Business Continuity
- Constant Review of WKAP, Action Plans, & Executions with Ops, and ATAC POCs
- Connect periodically with the Recruitment Team as well as the Training Team whose goals are to fill the site head count seats and maximize the training capacities respectively
Growth-focused Business, Finance & Compliance
- Upholds and promotes our TP core values, norms, standard operating policies and procedures
- Coordinates business development activities and organizes sales visits to build and maintain our collaborative partnerships w/ our clients to ensure that we deliver committed-results, maintain product relevance, cost-efficiency & financial stability
- Prioritizes resources across his/her projects to gain optimal impact for our customers, our employees, & overall business outcomes
- Fosters best practices sharing and utilizes new technologies, diversity & inclusion-sensitive processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization
- Introduces relevant process improvement measures and implements duly approved changes that generate higher productivity & revenue
- Drives account/project excellence by maintaining compliance to various operational systems, norms, standards, & guides:
- Attendance, Learning and Development accountability
- Facilities walkthroughs, account/project readiness for client visits, premises standards
- HR reports, Payroll disputes, etcetera
- Security Awareness Campaign
- Monthly GECSP Policy compliance Audit – with no less than 85% overall compliance for the entire calendar quarter
- Certifications such as PCI, DSS, ISO 27001, HIPAA or EU legislation and other global and local security legislation and policies
- Daily/Weekly Audit on BEST & TOPS Process - (DSM /Game plan Audit)
- Self-monitors, maintains & reports to management his/her accounts key performance indicators:
- Annual and Monthly Financial Performance as outlined for the program
- Account GM%
- Account Revenue
- Compliance as outlined by Org/Geo
- Account GECSP Online Course Compliance
- Account GECSP Audit Results
- Account Clean Desk Audit
- Account TOPS Shadow Audit Compliance
- Account EAF Coaching Compliance
- Attendance
- Attrition
- Other KPIs per program
- Employee Satisfaction (GPTW Trust Index)**
Engaged & Enabled People
- Advocates our main goal to make happy employees from inside-out
- Maintains ethical practices that nurture a positive work environment conducive to attracting, retaining and motivating high potential employees at all levels
- Oversee the supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance
- Facilitates Root Cause Analysis of behaviors affecting performance
- Reviews internal performance in terms of outlier review, internal WBR/MBR, driving coaching effectiveness, validating triads/shadows, staff meetings with HR, IT, Facilities, Security, etc. Coordinates office assignments and ensures effective office resource management
- Develop tactics to address employee issues to improve morale while improving performance
- Participate actively in the effective coaching and counseling of staff members
- Helps lead consistent management/education for account managers
- Helps select, manage, and develop a highly performing team of managers, supervisors, and agents
- Ensures Supervisor/ACCM Shadows are happening and are effective
- Communicate and documents Incentive Plan's timely payout
- Leads his/her accounts employee engagement with an effective management team's proactive plan for our people's continuous professional growth and career succession
- Participates in Employee Trust Index reporting/actions, engagement/retention activities (Town halls, FGDs, culture indoctrination), facility checks, and promoting and attending COTW/COTP, calendar event, & site activities
- Conducts periodic touch-points with all department heads (QA / Recruitment / Training / Ops / HR / CS)
Required Skills:
Experience
- At least five years of relevant management, outsourcing and business development experience in a leadership capacity/ Preferred Experience in Travel & Hospitality sector
Training
- Any learning and development exposure and / or experience that may be directly BPO-relevant or may be transferable to the BPO operational needs
Competencies
Professional / Technical
- Adequate understanding of the Business Process Outsourcing Industry
- Sufficient understanding of relevant management processes, business models, and principles:
- Strategic Management; Account Management; Client-Relations; Project Management; Quality Audits / Controls; Financial Management
- People Management; Performance Management; Process Improvement
- Proven ability to drive service objectives and achieve operational goals in an organization co-owned with other departments and follow through on successful execution
- Possesses a keen sense of urgency and drive to help the service teams deliver revenue growth and positive sales conversion and retention
- Proven ability to develop and produce reports from existing systems, analyze them and make recommendations
- Possesses a strong business process, financial and operations analysis skills
- Ability to review legal documents and highlight possible conflicts and provisions for further review, this includes client agreements and other legal agreements or contracts
