The Operations Manager (US Insurance Account) is the face of the offshore contact centre and back-office support operations. Responsible for ensuring and improving overall day-to-day performance, productivity and efficiency through the implementation of effective strategies and management techniques.
The role is responsible for leading the team to develop a culture that supports company values and in doing so, creates a high-performance environment by ensuring high levels of attendance, metrics and KPIs are achieved, people matters are handled effectively, behavioural and culture standards are upheld and administrative tasks are completed in a timely manner. This role works closely with an American-based leadership team ensuring they are kept updated at all times, handling all issues and concerns regarding operational, infrastructure and people matters.
Responsibilities
Prepare, implement and deliver operational strategy and plans to achieve business goals, including the daily achievement of targets
Understand and interpret organisational and departmental strategy requirements and work with appropriate groups to develop solutions that positively impact both customer and employee satisfaction
Review contact centre operations and conduct needs assessments, performance reviews, capacity planning and cost/benefit analyses to improve performance across all teams and all services, with a strong focus on the customer care team
Manage human resource objectives by overseeing job contributions; planning and reviewing compensation actions; enforcing policies and procedures for front line employees, building a team of highly capable and highly committed individuals
Encourage the identification of process and practise improvements and provide recommendations for changes to processes
Develop testing, training and monitoring to support successful implementation
Facilitate innovation through the introduction of new initiatives to improve performance of the teams
Drive the delivery of customer experience initiatives within the customer care team
Monitor team performance, attendance, productivity, etc. and ensure that functional, operational and customer SLAs are met, and lead, develop and coach direct reports to maximise performance and engagement
Manage reward and recognition programs
Adhere to and understand constant changes in policy and procedure communicating and enforcing these across all teams
Ensure efficient and effective dissemination and communication of information to team members in a variety of ways ensuring communication is clearly understood
Manage risk and compliance to agreed standards and policies within the customer care team
Qualifications
Graduate of any Bachelor's Degree preferably any business related course
At least ten (10) years of extensive hands-on operational experience in contact centre team management and client management, previous experience in a BPO/offshoring company dealing with American customers is preferred
Previous minimum total span of control > 250 FTEs and direct span of control 5-10 FTEs
Experience and demonstrated proficiency with Salesforce CRM and/or Salesforce Service Cloud Lightning, preferred
Experience in establishing and managing contact centre teams located in multiple sites / facilities
Evidence of formal management / leadership development
Highly developed human relationship skills in the areas of leadership, team building, negotiation and conflict resolution
Abilitiy to generate and interpret reports and think laterally in order to identify and implement opportunities for improvement
Trustworthy, professional, reliable and have the ability to work independently and manage multiple projects at a time.
Strong commitment to service and a flexible can-do attitude to respond to client, business and customer need in a rapidly anging, high-growth business
Ability to multitask and remain calm under pressure and stress
Good command of the English language in both oral and written form
Background in US Insurance preferred
Must be willing to work in Bonifacio Global City, Taguig City
Willing to work in the night shift
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
