The Senior Operations Manager is responsible for managing the activities performed by colleagues within all Customer Services Operations Teams in WHG Customer Services Philippines, Inc., ensuring that targets and objectives are met.
Oversees team's performance to goals
Works closely with Business Leaders to fully understand growth opportunities with our strategic initiatives and executes these initiatives effectively to meet objectives in order to improve customer experience and achieve financial goals
Creates and maintains an environment that promotes positive communication within the department and with the Business Leaders, and fosters teamwork within the organisation and all of the company while driving values
Consistently strives to achieve organisational objectives and drives accountability and expectations with direct reports to ensure specific performance standards and measurements are established and met
Monitors operational statistics and reporting trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met
Manages all headcount planning and optimisation, hiring and development
Leads in delivering a set strategy for the development and training of all team members on all aspects of core job requirements.
Manages headcount including team productivity validation, headcount planning, and bench strength development
Oversees administration of performance appraisals and meets with direct reports on a monthly basis to discuss performance, and provide coaching and development opportunities
Oversees handling of all disciplinary situations appropriately
Optimises process improvements and productivity enhancements
Finds new methods, techniques and procedures to improve and streamline existing processes and procedures in an effort to continue to exceed customer requirements.
Participates and or leads in process improvement and/or project management