Role & Summary:

The Director of Operations would be responsible for client portfolios in their assigned sites/programs, and overall accountability for the delivery of client strategy at their site/location. “A Passion for People” is key. In addition, they would be accountable for the financial performance of their portfolio.

Position : Senior Director Operations

Location : Philippines, Manila

Reporting: AVP Operations

Job Experience:

• Set the strategy for the delivery and operations of the region, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition from customers for the quality of deliverables
• Responsible for People, Infrastructure, and IT issues by ensuring smooth operations
• Establish and drive departmental strategy to management team, drive operational improvements, provide feedback regarding tactical operations for department including budgeting, goal setting, and managing performance
• Establish strong relationships with Meet and exceed business growth targets
• Drive operational improvements, including optimizing resource allocation across teams, measuring progress against business goals
• Oversee all functional areas to ensure optimization of resources, Service Level Agreement Reporting, and the Performance Management process
• Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, )
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Identify potential problems and/or increasing trend of repetitive Incidents
• Identify, initiate, schedule, and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• Maintain Business Continuity and Disaster Recovery plans
• Monitor Service Delivery channels and collects performance
• Collaborate with the Business Units leaders and collect feedback, convert them to tangible values

  Key Responsibilities::

To manage the team, quality of the products and services, resource planning and mentoring the team

• Mentoring of Project / Operations Mangers
• Responsible for Attrition control and EWD Accuracy
• People Management
• Team Building
• Process & Quality Adherence
• Ensure smooth operations without any loss of productivity.
• Analysis of Data related to number of tickets, call volumes and SLA adherence, quality assurance which is performed with the help of the MIS Team.

SLA Management:

• Manage performance of multiple projects
• Responsible to deliver on SLA commitments based on the contract / SOW
• Meet and exceed customer satisfaction goals
• Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
• Proactive management of business / operations trends
• Forecasting business volume, capacity planning
• Track continuous improvement plan as a practice

Client Management:

• Ensure client satisfaction in alignment with “100 Referenceable customers”
• Weekly / Monthly / Quarterly operations and business review with
• Set and Manage client expectations
• Identify potential new business opportunities
• To take complete ownership of the cases and to take feedback on negative surveys
• To handle deviations and carry out risk analysis

Quality Management:

• Create and improve process guidelines and
• Drive adherence and compliance to organizational / quality standards
• Formulate action plans for consistent service delivery quality
• Create preventive / corrective action plans on Customer or Client comments / feedback

 Operations Management:

• Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
• Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation )
• Business Continuity planning and Risk management

Meetings:

• Plan on having formal – meetings with the team on monthly basis – knowledge sharing
• One on one meeting with the team members on a regular
• Weekly Meeting with the Program / Project Manager to go over all the top issues
• Plot the communication matrix with all stakeholders project wise

Job Role Specification:

• Bachelors or Masters degree in Engineering/Science or Equivalent
• 16-18 years of overall experience
• >8 years of team management experience is desired

EEO Statement: Movate provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice.