Operations Director for Major Account null

An Operations Director has a pivotal role at the heart of a business.

The Operations Director, Major Account oversees all operational aspects of the Account, helps set strategic goals and is responsible for the flow of operations information to the Executive Management team. 
 

The company has more than 400 employees and is still growing. We aim to provide efficient support to our team of hard-working agents with minimal disruption to our clients and create a meaningful process to enforce a thriving culture of engagement, accountability, and customer-centricity.

The COO is looking for an ideal candidate who will be part of the Philippine leadership team.  This Role is to support a Key Account for the Group, with more than 200 FTE.

The current candidate may be performing a Senior Manager role and ready to step into a Director position or an existing Operations Director who is looking for a new challenge. 

DUTIES AND RESPONSIBILITIES

Supervisory Responsibilities:

• Participates in the hiring and training of departmental managers.
• Organizes and oversees the work and schedules of departmental managers.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Drive the success of the Account by providing strategic leadership and extensive customer relationship management
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the efficiency and effectiveness of the Account can be evaluated; identifies opportunities for improvement.
• Reviews, analyzes, and evaluates business procedures to develop and execute new growth opportunities.
• Overseeing client support services and works to build and maintain client trust.
• Implements policies and procedures that will improve day-to-day operations.
• Ensures work environments are adequate and safe.
• Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of service in each account to achieve financial objectives.
• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, human resources, recruitment, technology, and other divisions to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, customers, industry, and community.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Essential - Strategic Thinker who can help us continuously adapt our service delivery to client’s evolving needs – we will be seeking examples of this as we progress with successful candidates. 
• Essential -  Excellent track record of growing a Key Account in a BPO or similar industry - we will be seeking examples of this as we progress with successful candidates. 
• Essential – Outstanding client management skills and internal team leadership – we will be seeking examples of this as we progress with successful candidates. 
• Thorough understanding of practices, theories, and policies involved in outsourcing operations.
• Superior verbal and written communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Excellent analytical, decision-making, and problem-solving skills

REQUIREMENTS

• Bachelor's degree in Management, Business Administration or related field.
• Minimum of 5 years of experience in a BPO/call center environment.
• Experience in leading and managing teams.
• Knowledge of call center technologies and best practices.
• Excellent problem-solving and decision-making skills.

COMPETENCIES:

• Decision Making: Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions Demonstrates objectivity and high quality in decision-making.
• Customer Focus: Delivers a customer-centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market.
• Business Acumen: Is passionate about maximizing his area of operation’s contribution to the business profitability and growth. Does not lose sight of the commercial impact of actions.
• Ownership & Accountability for Results: Demonstrates ownership for goals. Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.