Operations Manager  

Operations Management and Service Delivery

• Acting as a lead for all escalations, operations, business and regulatory initiatives for Manila
• Ensure team performance exceeds stated targets on KPIs both local and global functions
• Create and drive KRA's for the team which aligns delivery with organizational goals & objectives
• To be proactive in identifying and resolves process and knowledge gaps
• Manage multiple teams to ensure successful service delivery to across the globe
• Provide regular reports and analysis to the management to facilitate continuous improvement of the operations

Capacity Planning and Resource Fulfillment

• Plan appropriate resource allocation and utilization for staff recruitment, development and retention
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized

Performance & People Management

• Monitor production schedules & performance reports on a regular basis
• Continuously review performance reports for Leaders and conduct regular performance appraisals for the entire team
• Motivate staff, create a work environment that facilitates PB Tech core values
• Develop and maintain a world class and productive team Ensure strong focus on short and long term objectives, training, succession planning, career development, and managing career opportunities
• Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management
• Ensure delivery of KPI targets including day to day service levels, customer experience, quality measures and compliance measures
• Motivate and effectively manage performance of Operations TLs to ensure delivery of overall targets and business plan

Collaboration & Relationships

• Effectively communicate with stakeholders
• Proactively maintain regular engagement with key client contacts in line with client expectations.
• Build relationships with key stakeholders across the global organization for smooth functioning of the business
• Strong relationship with her/his core Operations team to drive organizational goals and objectives

• Bachelor's degree holder
• Must have at least 10 years overall experience in Operations
• Must have at least 5 years of experience in as Operations Manager
• Must have an experience in handling multiple stakeholders
• Management reporting experience
• Experience managing productivity-driven operation
• Can demonstrate flexibility and agility to changing client needs
• Strong leadership skills
• Strong analytical and organizational skills
• Strong communication skills with all levels of employees and management
• Ability to perform special projects as needed in addition to daily responsibilities
• Ability to organize staff and supervise workload for maximum efficiency