Monroe Consulting Group Philippines, an executive recruitment firm, is recruiting on behalf of a global leader in BPO services that offers a range of services including contact center solutions, digital marketing, BPO and e-commerce solutions.
The role is based in Ortigas, Pasig City with an onsite work set-up and has a shifting/flexible (24/7) schedule depending on stakeholder meetings (including outside business hours).
Key Job Qualifications: Operations:
- Liaise with top management to set operational goals, define strategic plans, and execute initiatives within agreed timelines.
- Determine and implement client operational strategies through needs assessments, capacity planning, performance reviews, and cost-benefit analyses.
- Establish and maintain productivity, quality, and customer service standards while adopting state-of-the-art technologies and systems.
- Drive operational innovation in quality management, talent management, and reporting systems.
Team Development:
- Build a self-sustaining team capable of continuous improvement, innovation, and problem-solving.
- Mentor and develop leaders to perform with fairness, integrity, and alignment to management philosophy.
- Promote upskilling and succession planning to ensure long-term operational excellence.
Client Relationship:
- Cultivate strong relationships with clients, ensuring needs are met and concerns addressed promptly.
- Propose new services and solutions based on customer insights, industry trends, and market analysis (local and global).
- Negotiate operational and commercial terms, including pricing, to support client and company objectives.
Business Planning:
- Prepare and manage operational budgets, ensuring alignment with financial targets and cost-efficiency goals.
- Develop revenue forecasts and analyze variances between plan and actual results.
- Oversee resource allocation for current and potential business opportunities, including manpower, facilities, and systems.
Personal Skills:
- Lead decision-making within operational scope to meet strategic objectives.
- Maintain composure under pressure, managing multiple priorities effectively.
- Demonstrate strong moral values and a work ethic focused on results and service excellence.
- Communicate clearly and confidently with clients, stakeholders, and teams.
Operational Skills:
- Implement operations systems for customer interaction, voice/non-voice networks, and reporting mechanisms.
- Ensure operational compliance with data privacy, information security, and risk management protocols.
- Analyze performance data to identify trends and initiate corrective actions.
- Coordinate staffing, scheduling, and resource allocation to meet service delivery targets.
Strategic Skills:
- Develop new service offerings that enhance customer experience while maintaining cost competitiveness.
- Identify and mitigate operational risks, preventing incidents with business impact.
- Align operational initiatives with broader organizational strategies for growth and client satisfaction.
Fraud Prevention & Information Security:
- Enforce adherence to company policies, IT security protocols, and data confidentiality standards.
- Monitor compliance and report any suspected risks or breaches.
Key Job Tasks:
- Daily
- Monitor and address operational issues promptly.
- Review escalations from clients and internal teams.
- Oversee daily staffing and workflow requirements.
- Weekly/Monthly/Quarterly/Annually
- Review and update operational processes based on client requirements and internal assessments.
- Conduct performance reviews and share reports with stakeholders.
- Plan and manage annual budgets and forecasts.
- Others
- Lead operational audits and ensure compliance with service standards.
- Prepare and present business performance reports to clients and leadership.
Key Job Qualifications:
- Graduate of Any 4-year course
- 12-15 years as Operations Manager, including 2-5 years in a senior management role in BPO handling Sales or Customer Service accounts.
- Experience in Technical Support for multinational BPOs.
- Proven ability to set up and transition operations.
- Six Sigma Certification is an advantage.
- Strong leadership, analytical, project management, and client management skills.
- Adaptability to fast-paced environments.
