Senior Operations Manager - Banking and Finance Account (Clark) | Onsite | For Pooling

Requirements:

• Bachelor's degree graduate, any field.
• A minimum of 4 years in a leadership role.
• Minimum experience of 8 years with customer service in the BPO/BPM industry
• Knowledge of Microsoft Products like Outlook, EXO, Teams, SharePoint, Share drive/OneDrive
• Microsoft 365 Troubleshooting Experience
• Strong knowledge of defined contribution plans necessary
• Preferably with background or knowledge in Banking and Financial.
• Amenable to work in shifting/nightshift schedule in Clark.
• Amenable to work onsite

Responsibilities:

• Manages a staff of TLs cross site; Provides guidance, training and motivation as necessary to develop staff; Evaluates and counsels personnel; Sets performance standards, reviews performance, provides feedback, administers disciplinary action and recommends wage increases in accordance with all applicable HR policies and procedures
• Strategizes with Client Services and Recordkeeping Services to set goals and objectives for key client relationships; Partners to assess client needs and provide appropriate reporting on goals and metrics; Routinely attends Recordkeeping Services and Client Services forums to educate on global Participant Services trends
• Develops and recommend changes to departmental policies and procedures to meet changing business needs; Works closely with other members of management to develop and implement staffing and operational plans; Participates in the development of short- and long-range goals for the department
• Utilizes dashboard metrics to identify and initiate workflow changes to ensure a high level of efficiency in terms of quality and productivity; Follows DMAIC methodology to lead projects to effect permanent change
• Provides technical support to PSAs, TLs and partnering business areas; Proactively supports all parties in analyzing and resolving participant issues and trending to identify client issues and develop solutions; Acts as the liason for Client Services and pulls in Line Managers and Training as deemed appropriate when client issues surface