Senior Operations Manager

The Senior Program Manager Philippines 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 Australian-based leadership team ensuring they are kept updated at all times, handling all issues and concerns regarding operational, infrastructure and people matters.

• 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
• Proactively communicate with the Australian leadership team
• Manage risk and compliance to agreed standards and policies within the customer care team

• Strong connection and alignment to company culture and values.
• Graduate of any Bachelor's Degree preferably any human resources or business related course.
• Minimum 10 years hands-on experience in contact centre team management and client management.
• Previous experience in the Human Resources and/or Business Partnership
• Previous experience in a BPO/offshoring company dealing with Australian customers.
• Previous minimum total span of control > 300 FTEs.
• Previous direct span of control 5-10 FTEs.
• Excellent language skills (verbal and written) able to understand complex issues, communicate effectively and with empathy with an assessed
• English proficiency > 90%.
• Previous experience in establishing and managing contact centre service teams located in multiple sites / facilities.
• Evidence of formal management / leadership development.
• Hold a valid, unrestricted passport and be able to travel to Australia (at least 1 x year for a min of 2 weeks).
• Previous experience and demonstrated proficiency with Salesforce CRM and/or Salesforce Service Cloud Lightning.
• Desirable Requirement
• Background in Philippine Labor Laws / HR governing policies is a plus.

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.