The Director is responsible for the overall operational efficiency and effectiveness of the entire Departments, located in the Philippines, aligned to meet the strategic goal of the global organization, the unique requirements of the regions these teams serve and the nuances and culture of the country where these teams are located. The Director ensures the adequacy, competence, professionalism and engagement of team members providing this functional service and helps achieve operational and cost efficiency and effectiveness of establishing a team in such location.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Operational Management
Oversees the day-to day operations of the teams located in the Philippines but providing support to various regions and territories in APAC, NA and EMEA including the distribution of task, projects and work assignments
Collaborates with local, regional, and global management teams in the creation, establishment and implementation of operational and tactical plans to implement the strategic goals of the organization and the particular goals of the business unit located in the Philippines.
Collaborate with local, regional, and global management in the development of performance goals and long-term operational plans
Monitor and evaluate regularly the efficiency of systems, structures, procedures, operational policies, quality controls and other operational matters, according to organizational objectives and key performance indicators
Work with regional and local leadership for continuous improvement of operational and client support processes, systems, structures and procedures
Manages and reviews project or client escalations and other operational issues in order to bridge any gap in understanding or implementation, to identify areas for change or improvement or to provide solutions to an ongoing problem
Establishes, implements, reviews and monitors the business unit/ functional budget and ensure a reasonable and equitable application of such
Works with other business unit or functions where such can lead to greater operational efficiencies, improve product design and implement and/or increase client satisfaction.
Manage relationships/agreements with external partners like Human Resource, Facilities Team, IT
Ensure that the company runs with legality and conformity to established regulations
People Management
Manages all the team members in the Philippines under the business unit and ensures that the current headcount meets current and future workload requirements, the members in the team possess the necessary skills and competencies to perform their jobs and the teams are highly engaged and driven to deliver timely and quality services
Recruitment: Responsible for the overall headcount of the function based on workload demands. Creates the hiring plan for the year to ensure smooth operational activity. Coordinates the recruitment and hiring for the entire function and collaborates with the Recruitment Team on its sourcing and partnership activities to achieve the timeliness of hiring as well as the quality of the talents acquired. Works closely with the local regional leaders as well as the global leader in providing the team with the needed skill and competence. Manages expectations and balances headcount and timing needs across all regions and territories.
Onboarding: Work with HR/Payroll to hire and onboard selected candidates including Distribution and collection of appropriate new hire paperwork adhering to HR's outlined process, manage orientation and new hire training processes, input data as required into systems.
Employee Engagement - Ensure a highly engaged team through the implementation of functional engagement activities that help drive performance. Establish regular communication of the operation's team and company strategy, direction and updates, so they can help drive success. Participate in global and company-wide initiated employee engagement activities to augment operational initiatives. Lead and join company and core team-initiated activities such as but not limited to the following: GIVE events, sportsfest, leadership summit, monthly/quarterly/yearly rewards and recognition program and other company events.
Performance Management: Drives in providing employees with timely, fair and measured performance assessments and feedback to foster growth. Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed.
Compensation Management: Responsible for the equitable and appropriate management of compensation for the entire business unit in the Philippines. Ensures that internal equity is maintained among all teams, regions and territories. Works with HR in the conduct of a review and assessment of current compensation brackets versus market and recommend adjustments, if necessary. Coordinates and finalizes for review the bonus and annual merit process for the entire function. Review, recommend and develop incentives and/or activities that increase production and improve performance.
Learning and Development - Establishes a training and development plan, in coordination with local and global operational leaders, to ensure the adequacy and suitable distribution of skills and competencies with each team, continuity in case of attrition, development of leaders and technical experts; Create training goals and objectives for teams and team members and oversee its implementation
Career Development - Works with global/local leaders within the same teams as well as global/local leaders of other business functions to create opportunities for career growth and development for team members or for job enrichment
Adherence to policies, procedures, and regulations: Ensure the entire operations/employees are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.
Administrative Tasks
Coordinates with IT to ensure that the teams are provided with the adequate IT hardware, applications and technical support needed in the performance of its function
Provides support to the organization in the implementation of its Environmental, Health and Safety programs; Supports in the assessment of capabilities within the department/work schedule and facilitates training and knowledge transfer to ensure that the employees are adequately prepared for emergencies and evacuation.
Assists in the facilitation of company-wide initiatives that will make the Dynata brand known to the local community; Participates in various company activities that increases the employees' awareness and appreciation of the Dynata brand
Supports all other company wide initiatives of the company
Other duties may be assigned from time to time at the discretion of management.
REQUIRED SKILLS AND QUALIFICATION
Education and Experience:
Bachelor's degree in Social Science, Business or any related course
At least 15 years of working experience in the related field
At least 10 years working experience in Specialized Field and in a leadership role
At least 5 years' experience of managing a large variable work force as Operations Manager or Director is preferred
Specialized Skills:
Strong verbal and written communication skills
Solid problem-solving and team coordination abilities
In depth knowledge of diverse business functions and principles (e.g. operational management, quality control, process improvement, customer service etc.)
Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management.
Proven ability to plan and manage operational process for maximum efficiency and productivity
Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
Strong working knowledge of industry regulations and legislative guidelines
Experience with budget and business plan development
Proven ability to develop innovative solutions for increased productivity
Superior negotiation skills in both internal and external settings
Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
Strong working knowledge of data analysis and performance metrics using business management is a plus.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Operational Management
Oversees the day-to day operations of the teams located in the Philippines but providing support to various regions and territories in APAC, NA and EMEA including the distribution of task, projects and work assignments
Collaborates with local, regional, and global management teams in the creation, establishment and implementation of operational and tactical plans to implement the strategic goals of the organization and the particular goals of the business unit located in the Philippines.
Collaborate with local, regional, and global management in the development of performance goals and long-term operational plans
Monitor and evaluate regularly the efficiency of systems, structures, procedures, operational policies, quality controls and other operational matters, according to organizational objectives and key performance indicators
Work with regional and local leadership for continuous improvement of operational and client support processes, systems, structures and procedures
Manages and reviews project or client escalations and other operational issues in order to bridge any gap in understanding or implementation, to identify areas for change or improvement or to provide solutions to an ongoing problem
Establishes, implements, reviews and monitors the business unit/ functional budget and ensure a reasonable and equitable application of such
Works with other business unit or functions where such can lead to greater operational efficiencies, improve product design and implement and/or increase client satisfaction.
Manage relationships/agreements with external partners like Human Resource, Facilities Team, IT
Ensure that the company runs with legality and conformity to established regulations
People Management
Manages all the team members in the Philippines under the business unit and ensures that the current headcount meets current and future workload requirements, the members in the team possess the necessary skills and competencies to perform their jobs and the teams are highly engaged and driven to deliver timely and quality services
Recruitment: Responsible for the overall headcount of the function based on workload demands. Creates the hiring plan for the year to ensure smooth operational activity. Coordinates the recruitment and hiring for the entire function and collaborates with the Recruitment Team on its sourcing and partnership activities to achieve the timeliness of hiring as well as the quality of the talents acquired. Works closely with the local regional leaders as well as the global leader in providing the team with the needed skill and competence. Manages expectations and balances headcount and timing needs across all regions and territories.
Onboarding: Work with HR/Payroll to hire and onboard selected candidates including Distribution and collection of appropriate new hire paperwork adhering to HR's outlined process, manage orientation and new hire training processes, input data as required into systems.
Employee Engagement - Ensure a highly engaged team through the implementation of functional engagement activities that help drive performance. Establish regular communication of the operation's team and company strategy, direction and updates, so they can help drive success. Participate in global and company-wide initiated employee engagement activities to augment operational initiatives. Lead and join company and core team-initiated activities such as but not limited to the following: GIVE events, sportsfest, leadership summit, monthly/quarterly/yearly rewards and recognition program and other company events.
Performance Management: Drives in providing employees with timely, fair and measured performance assessments and feedback to foster growth. Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed.
Compensation Management: Responsible for the equitable and appropriate management of compensation for the entire business unit in the Philippines. Ensures that internal equity is maintained among all teams, regions and territories. Works with HR in the conduct of a review and assessment of current compensation brackets versus market and recommend adjustments, if necessary. Coordinates and finalizes for review the bonus and annual merit process for the entire function. Review, recommend and develop incentives and/or activities that increase production and improve performance.
Learning and Development - Establishes a training and development plan, in coordination with local and global operational leaders, to ensure the adequacy and suitable distribution of skills and competencies with each team, continuity in case of attrition, development of leaders and technical experts; Create training goals and objectives for teams and team members and oversee its implementation
Career Development - Works with global/local leaders within the same teams as well as global/local leaders of other business functions to create opportunities for career growth and development for team members or for job enrichment
Adherence to policies, procedures, and regulations: Ensure the entire operations/employees are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.
Administrative Tasks
Coordinates with IT to ensure that the teams are provided with the adequate IT hardware, applications and technical support needed in the performance of its function
Provides support to the organization in the implementation of its Environmental, Health and Safety programs; Supports in the assessment of capabilities within the department/work schedule and facilitates training and knowledge transfer to ensure that the employees are adequately prepared for emergencies and evacuation.
Assists in the facilitation of company-wide initiatives that will make the Dynata brand known to the local community; Participates in various company activities that increases the employees' awareness and appreciation of the Dynata brand
Supports all other company wide initiatives of the company
Other duties may be assigned from time to time at the discretion of management.
REQUIRED SKILLS AND QUALIFICATION
Education and Experience:
Bachelor's degree in Social Science, Business or any related course
At least 15 years of working experience in the related field
At least 10 years working experience in Specialized Field and in a leadership role
At least 5 years' experience of managing a large variable work force as Operations Manager or Director is preferred
Specialized Skills:
Strong verbal and written communication skills
Solid problem-solving and team coordination abilities
In depth knowledge of diverse business functions and principles (e.g. operational management, quality control, process improvement, customer service etc.)
Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management.
Proven ability to plan and manage operational process for maximum efficiency and productivity
Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
Strong working knowledge of industry regulations and legislative guidelines
Experience with budget and business plan development
Proven ability to develop innovative solutions for increased productivity
Superior negotiation skills in both internal and external settings
Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
Strong working knowledge of data analysis and performance metrics using business management is a plus.
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Dynata Philippines, Inc.
About the company
Operations Director | Cebu-based
บริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด
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About the company