Senior Operations Manager

The Senior Operations Manager will be responsible for managing a specific Operations Department, overseeing global day-to-day operating activities, product and service delivery, turn times, SLA adherence, revenue recognition and growth, expense, cost, and margin control. The role also includes managing monthly, quarterly, and annual financial goals, group profitability, customer interaction, and efficiency and efficacy metrics.

Job Role & Responsibilities:
Client Deliverables: Ensure delivery of productivity, quality, and time metrics to clients.
Operational Oversight: Day-to-day management and oversight of the business unit’s functions at the Philippines operating center.
Center of Excellence: Run the “Centre of Excellence” for production operations across the Philippines.
Client Satisfaction: Maintain Client Service Level Agreement (SLA) standards and ensure client satisfaction.
Client Needs: Collaborate with Operations and Relationship Managers to identify and implement processes and procedures that meet client needs.
Technology Assessment: Evaluate technology needs related to management, service, quality measurements, and reporting capabilities for internal and customer use.
Policy Maintenance: Maintain internal policies and procedures for management.
Communication: Communicate policies, procedures, and industry changes to the Affiliate Network.
System Improvements: Review and suggest improvements to computer systems, and work with technical staff to implement them.
Process Implementation: Implement internal and external procedures and continuously update processes to ensure maximum customer satisfaction and efficiency at the lowest cost.
Performance Management: Prepare and deliver performance reviews, coaching, and discipline as necessary.
Staff Development: Hire, train, develop, and motivate staff.
Additional Duties: Perform other operational duties as requested.

Qualifications & Experience:
Educational Background: Bachelor’s degree in Business, Finance, or a related field.
Communication Skills: Excellent written and oral communication skills.
Leadership Experience: 7+ years of experience in a leadership role within contact centers, preferably in the Mortgage Domain or Servicing Operations.
Analytical Skills: Strong ability to analyze information and interpret capabilities, with the ability to present detailed technical analysis, assumptions, and recommendations succinctly.
Problem Solving: Exceptional problem-solving skills, task prioritization, follow-up, and a quick learner.
Work Environment: Ability to thrive in a fast-paced, high-pressure environment with dedication, passion, and motivation.
Technical Skills: Proficient in MS Office (Excel and PowerPoint).
Negotiation Skills: Confident and skilled in negotiating.
Startup Experience: Experience in starting up a new business in a BPO, preferably in the BFSI industry, is a plus.

Benefits
Paid Training
Competitive Base Pay
Miscellaneous Allowance Paid Time Off
Paid Holidays
HMO Benefits
Group Life Insurance
Employee Referral Bonus
Excellent Growth and Advancement Opportunities

Application Process:
To apply for this position, please fill-out the application form here:
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We will review applications and contact candidates for interviews. Thank you for your interest in this opportunity.