Job Openings IJP: Assistant Operations Manager - NA

About the job IJP: Assistant Operations Manager - NA

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

As an Assistant Operations Manager reporting to the Operations Manager, you will manage and inspire a large team of leaders, overseeing daily operations across both sites for your allocated market. With the support of the Operations Manager, you will ensure consistency in customer support standards, share best practices across clusters, and adopt improvements from other teams as appropriate.

You will work closely with the Global stakeholders to drive operational excellence. Your responsibilities include collaborating with the RTA team to ensure proper daily resourcing to meet global service levels, monitoring team performance, and ensuring the execution of tasks and OKRs. You will work closely with global stakeholders to achieve KPIs in productivity, cost efficiency, quality, and sales conversion. Through effective leadership, you will foster a culture of commitment and passion for excellent customer service, aligned with the DNA and values of our organization.

Core Responsibilities

Operational Excellence & Business Continuity

  • Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment, HR & IT teams to attract the very best external talent; in line with the agreed framework.

  • Make sure all operations are carried on in an appropriate, cost-effective way.

  • You will manage succession planning across the entire workforce to ensure critical roles are filled and strong talent is recognized and rewarded through personal development plans.

  • Effectively prepare teams for peak periods, new products, and critical changes.

  • Implement new processes in collaboration with the Operations Manager and L&D team.

  • Collaborate with cross-functional teams to drive initiatives and innovation.

  • Be across all HelloFresh projects and how these impact the operations of our CC teams

  • Work closely with the RTA's, WFM teams to address staffing, attrition, absenteeism issues

  • Provide regular feedback to the Operations Manager regarding the needs of the Palawan site in terms of IT resources/engagement activities/office environment

  • Develop and if required implement business continuity measures to ensure ongoing service delivery



Team Management

  • Lead and inspire both direct and indirect reports to excel.

  • Conduct appraisals and 1:1s with direct reports to drive agent development.

  • Support our leaders in motivating their teams to achieve Customer Care KPIs.

  • Oversee daily workload allocation and ensure schedules align with account needs.

  • Lead and inspire your team to achieve allocated accounts KPI's.

  • Inspire your team to work collaboratively with each other and departments that enable the success of HelloConnect.

  • Be in regular contact with HelloFreshGroup Management to ensure you are aligned with the current focus and lean on the team when support is required from HelloFresh. You must hold a 'one team' mindset.

  • Performance management conversations must be documented accurately and filed by HR.

  • Apply appropriate disciplinary action for non-compliance and repetitive sub-standard behaviour or performance.

  • Encourages employee involvement and engagement while upholding company values, mission, and vision.

  • Oversee procurement efficiency to ensure all needed supplies are set up within the timeline for onboarding of employees. (Headsets/workstations etc.)


Performance

  • Address sub-standard performance immediately and establish agreed-on corrective measures, which are recorded and signed off in all cases.

  • Implementation of account intervention plans when KPIs are not achieved.

  • Regular review of performance metrics and calibration sessions with the quality teams

  • Lead by example by following all company policies and leading a team that follows.

  • Leave management and return to work must be followed on time and fairly.

  • Work with the engagement team to ensure employees' happiness is a focus.

  • Support employees struggling with their performance KPIs; ensure intervention happens early, and they are provided support.

  • Collecting and analysing Contact Centre data to understand current department performance and work on new ways to take the Customer Care department to the next level.

  • Support the Operations Manager with deep diving into areas of improvement; support in the creation of reports for business reviews.Support the Operations Manager in improving operational management systems, processes, and best practices

  • Responsible for meeting business targets agreed.

  • Support in executing operational strategies led by the Operations Manager or Director of Operations.


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