manager, care anz OperationsVistaprint

Care ANZ Operations Manager
Who We Are;
At Vistaprint, we believe that everything we do has a lasting impact on our customers and on each other. It begins and ends with a passion for helping our customers succeed. To give our customers our best, we empower our team with the autonomy to make smart decisions and deliver value. We are a dynamic organization that maintains an exciting, results-oriented culture.
About the Team;
The CARE ANZ Operations team is Vistaprint's customer service crew, handling customers across ANZ locales, and supporting them by providing world-class customer service by assisting them with a range of marketing materials and products offered by Vistaprint. Understanding the needs and dreams of small business owners is one of the keys to success in this crucial role. As ANZ Operations Manager, you will lead and motivate the teams that help make our customer's dreams come true!
Job Purpose;
The CARE ANZ Operations Manager will have responsibility for a business service unit(s) in a multi-channel contact center enabling cross-functional collaboration between operations, marketing, analytics, and support teams. The CARE Manager will seek to improve key metrics through increased quality, consistent conversion, and increased customer satisfaction. The role also bears responsibility for budgeting, employee morale, and continuous improvement.
Key Output;
Ensuring that the unit meets and exceeds established KPIs
Participate in cross-functional communications and meetings to support the specified unit and center in conjunction with the marketing & analytics team
Routinely measures customer satisfaction through formal and informal means and work to develop processes to respond to the identified needs
Hosting/facilitating meetings relevant to areas of focus
Managing the relationship with unit/test business managers
Promotes success by consistently analyzing process improvement opportunities
Develop, adhere to, support, and administer company policies and procedures as defined
Key Responsibilities;
Collaborate with operations leaders, business managers, capabilities development, marketing managers, and WFM to identify and analyze systems and processes for performance improvement
Motivate, coach and develop direct reports to reach their full potential through consistent monitoring, assessment and feedback to achieve and maintain high standards of performance
Proactively raises issues that impact the domain's ability to maintain success
Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpret data, and take appropriate action to support findings and goals (KPIs)
Project/test management or support as necessary
Maintain the correct balance between any project/test needs/goals and unit/center interests
Ensure disciplinary discussions and actions for supervisors and front-line employees occur in a transparent, accurate, and timely manner
Communicate the value proposition of Vistaprint products and services to internal & external clients
Effective management of unit budget and staffing
Managing the relationship with unit/test business managers and other operational leaders
Guides employees along a mutually identified development path
Maintains accurate documentation of team members' overall performance
Performs additional responsibilities as consistent with the job level and overall direction of CARE senior leadership team
Support and assist with hiring and training as requested
Perform additional responsibilities as required
Key Competencies/Traits;
People Developer. Develops others/team in order to perform and contribute to the organization's objectives, as well as help meet personal development goals through constant coaching and mentoring. VP Leadership Model is practiced.
Adaptable. Maintains effectiveness in the midst of change and ambiguity or novel situations through the use of creative solutions.
Strategic. Sees the big picture, thinks multi-dimensionally, identifies connections between situations or things that are not always apparently related/visible and comes up with new ideas or different ways to enhance Vistaprint effectiveness and responsiveness.
Customer Obsessed. Promotes a service-oriented culture by developing systems, managing performance, and carrying out actions to proactively address the needs of the customer. Provides expert guidance to peers and teams in responding to client concerns with the appropriate solution in a timely manner.
Excellence Champion. Sets high standards of performance for the team or organization. Can create standards of measure for quality monitoring and action plans to improve the team's output.
Data-Driven. Identifies data patterns and trends and links them to performance variations. Makes projections based on data presented.
Vistaprint

Taguig City, Metro Manila
Permanent
Full-time