Operations Manager (Alabang)

Responsibilities:

• Consistently exceeds performance expectations for customer service efforts for assigned accounts based upon individual goals and objectives, e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept.
• Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Call assigned accounts which may include highly complex accounts and multiple product lines.
• Assist leadership in handling escalated internal and external inquiries and/or complaints.
• Utilize established resources for alternative information to reach clients.
• Offer/execute payment assistance and settlement programs, including expanded authority levels within policy guidelines.
• Communicate regularly with leadership on status of problem accounts in accordance with established procedures.

Requirements:

• Bachelors Degree or Equivalent
• At least 3 years of Operations Manager experience
• Must have experience in Technical Support and Customer Service as a Team Lead and/or as an OM
• Must be willing to work in Alabang
• Must be amenable to work in graveyard/nightshift schedule
• Must be amenable to an onsite work set up.
• Proven track record of building, developing and managing service delivery and support teams.
• Solid leadership and people management skills along with previous experience growing and developing an operation function.
• Experience in defining operational procedures, setting service standards, defining SLAs etc. It goes without saying that resources also be passionate about delivering exceptional service.
• Understanding of knowledge management principles and procedures
• Excellent written, interpersonal, communication and analytical skills