Operations Manager | Iloilo Site  

The Business Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery and client interaction.

Reporting directly to the Contact Center Manager the Business Manager achieves his/her targets with the assistance of all Transcom support functions.

The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.

Essential Duties & Responsibilities:

Profit and Growth

Ø Deliver accurate data to produce the forecast

Ø Develop realistic budgets

Ø Ensure consistent financial follow-up

People

Ø Define needs for Team Leader recruitment in conjunction with HR.

Ø Be in charge of Team Leader development and support, and define Team Leader training needs.

Ø Set and follow up on quality and quantity targets for the allocated Clients/projects.

Ø Promote teamwork.

Ø Ensure that employee satisfaction is high and attrition is low within the allocate production unit.

Ø Develop and maintain effective performance management.

Ø Lead by example.

Business

Ø Have a deep understanding of the price structure and the profitability goals of TWW.

Ø Ensure that price structures are communicated and understood by every member of his/her business unit.

Ø Proactively respond to variances in targets and service levels.

Ø Prepare and/or support preparation for commercial negotiations.

Ø Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.

Ø Plan and implement expansions to current business.

Ø Plan for and implement new businesses.

Ø Drive negotiations toward agreement ensuring TWW risks and profit objectives are covered at all times.

Ø Ensure that revenue streams cover committed costs wherever possible.

Ø Ensure regular and proactive contact and interaction with clients

Ø Ensure clients satisfaction through continuous business improvements.

Ø Seek to increase client revenue and develop a partnership.

Ø Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.

Process & Integrity

Ø Continuously review procedures and implement improvements.

Ø Implement TWW standard practices.

Ø Ensure that demand forecasting is as accurate as possible and that resources deployed is match demand effectively.

Ø Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.

Ø CIMWeb Statistics – Weekly action items must be identified and route cause analysis must be done to ensure success on all campaigns

Communication

Ø Attend internal meetings with other staff of the contact center.

Ø Directly responsible for all communication with and support of Team Leaders.

Ø Pursue communication with Clients that have been allocated to the Business Manager’s responsibility.

Additional Specific Duties & Responsibilities:

• Proactively promote the TransVision objectives.
• Ensure that TWW standard procedures are implemented and complied with at all times within his/her business area.
• Create an open and energetic culture within his/her business unit.
• Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
• Ensure a high level of morale and a sense of loyalty to TWW in each individual.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.

Educational Background:

Ø University degree or equivalent higher qualification

Work Experience:

Ø Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry

Ø Have Client Relations and/or Sales contact experience

Ø Have experience with P&L management and associated financial practices

Skills Requirements:

Ø Have a good understanding of CRM best practice and markets

Ø Manage your time effectively and be focused on setting clear objectives and priorities.

Ø Have worked in a performance driven environment before.

Competencies

• Organizational Awareness
• People Leadership
• Customer- Centric
• Goal- Orientation
• Quality Orientation
• Analytical Thinking & Problem Solving
• Integrity
• Expertise Skills
• Adaptability
• Communication
• Generating Vision