Operations Manager  

PRIMARY PURPOSE

• Reports directly to Operations Manager (Au)
• Manages and supports team of Operations Coordinators to achieve and maintain established business objectives.
• This role is a vital component of the company’s customer service strategy.

OPERATIONS

• Reports directly to Operations Manager (Au) and performs assigned tasks in compliance with Operations department’s needs and requirements.
• Works closely with Campaign Track Operations Team to build strong relations with clients.
• Implements client requests, and resolves client and provider issues.
• Manages client requests, and cascades office and agent requests to concerned teams.
• Attends to provider scheduling and appointment concerns. (Leaves due to sickness, cancellation, changes in schedule, etc.)
• Communicates and resolves client availability issues and concerns.
• Sets-up or communicates the following:
  • New Jobtrack user accounts and permissions.
  • E-mail group management.
  • R&D troubleshooting and bugs requests.
• Communicates clients’ complaints of providers to their respective department managers.
• Attends to Operations' staff in resolving operation issues and concerns with their jobs on a regular basis.

TEAM MANAGEMENT

• Manages day to day operations of the Operations department (Ph team).
• Formulates and implements internal team processes, and other operations-related procedures.
• Monitors and evaluates team’s performance based on efficiency, quality, etc.
• Reviews and uses team report effectively to identify underperforming staff and create plans of action with target settings.
• Keeps track of team attendance on a daily basis
• Monitors attendance record for review purposes.
• Manages approval, and/or rejection of department leave in HR System, including updating of attendance and OT reports for submission to accounts every cut-off.
• Conducts training and lectures for staff regarding all aspects of operation processes and procedures.
• Prepares pertinent reports deemed necessary by Operations Manager (Au).

COMMUNICATION & LIAISON

• Liaises with Operations Manager (Au) to set department targets as necessary.
• Heads regular team meetings to closely manage department concerns, and keep the team up to date with operational matters.
• Represents the department at management meetings along with other HOD’s for business management and discussion of other pertinent concerns, then disseminate information to team.

HR-RELATED

• Recruits new staff , and conducts interviews and other necessary qualification exams, if necessary.
• Manages KPI, reviews staff annually, and administers promotions, if any, during HR Salary Reviews.
• Manages and monitors allocation of budget for the department for the purpose of:
  • Performance Incentives
  • Team Building activities
  • Others
• Coordinates with other support departments in acquiring requirements for new and leaving employees.
  • E-mail account creation
  • HRM
  • Regularization and Assessment Forms
  • Leaving Employee request
  • Others
• Offers professional support and resolves issues within the team to maintain morale and encourages good practice to avoid conflict within members of the department.
• Ensures all the members of the department fulfill the company’s requirements and policies as stated in the handbook.
• Requests account creations, biometrics, etc. in Sys-aid for new hires.
• Ensures the health and safety of the team in certain cases such as typhoons and other calamities by participating in disaster recovery plans of the company.

OTHERS

• Carries out any other work-related tasks deemed necessary by upper management.

• Bachelor’s Degree in Business Management, Communications or equivalent.
• Minimum 2-3 years managerial experience in any related field.
• Proven experience as Operations Assistant Manager (OD-03) or in similar role with no infractions for at least 1 year.
• 5-years Operations experience is required.
• Experience in the real estate or marketing industry is preferred, but not required.
• Excellent communication skills, both written and verbal.
• Outstanding leadership, interpersonal and organizational skills.
• Solid problem-solving skills and strong attention to detail.
• Excellent strategic planning and time-management skills.
• Initiative and strong dependability to organize and manage workload efficiently.
• Confident and credible in managing a team and ability to maintain good staff relations.
• Ability to:
  • Mentor and motivate staff to achieve specific business goals.
  • Establish and maintain customer and professional relationships.