Operations Manager - customer protectionWilliam Hill
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 08/06/2025
Deadline: 12/09/2022
Like any great sports team, we've been hard at work since we got going in 1934. It's not by chance we became one of the largest global sports betting and gaming companies, and we're not relying on luck.
Together we're on a journey to build a better business. With us, you'll balance flexibility and performance in a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you. Sound good? Then you belong here.
Your role in the team
Be the one to make it happen!
If you're a leader who's passionate about compliance and players safety then you're exactly the one, we need. We've prepared exciting compensation package for you!
Overview of Responsibilities
The Operations Manager is responsible for monitoring performance, identifying and addressing opportunities, preparing and completing action plans, managing process improvement and quality assurance programs. Oversees development and training on appropriate skills needed by the teams to support William Hill Online's customer requirements through effective coaching, excellent leadership and strategic planning. The Operations Manager is expected to collaborate with local senior leadership in developing, interpreting and implementing company policies and procedures for performing company functions. The position will also review and recommend new methods and procedures to improve operational efficiency.
Main Responsibilities
Oversight of team performance to SLA's and/or other objectives
Percent of time spent in this area: 20%
Monitoring of SLA's, projects, process improvements and miscellaneous other items
Analyze and develop corrective action plans when objectives are not met
Provide coaching to Team Managers and/or Customer Service or Back Office Representatives
Percent of time spent in this area: 40%
Prepares and administers performance appraisals to Team Managers according to deadlines
Provides input to performance appraisals at the Advisor and SME level
Meets with direct reports on a weekly basis to discuss performance and provides coaching on areas of opportunity or success (1:1s)
Works with HR on matters that warrant corrective action in accordance with established policies and procedures
Provides proactive one-to-one and group coaching as appropriate to improve the skills, accuracy and quality of work and behaviours of their team
Completes TRIAD sessions in order to observe TM to Advisor/SME coaching and provides feedback on effectiveness of coaching delivery
Ensures understanding of the expected behaviours and acts as a role model to others
Collaborate with William Hill business leaders
Percent of time spent in this area: 10%
Acts as the key point of escalation for issues/concerns of Operations Managers and/or William Hill business leaders
Works to resolve identified concerns
Design and implementation, if necessary, of business continuity plans
Proactively communicates any planned initiatives with the Senior Operations Manager and Head of Centre Operations, prior to implementation and agreement, to ensure alignment with centre-wide plans
Process Improvements
Percent of time spent in this area: 15%
Responsible for proactively communicating recommendations to correct broken process, improve the customer experience, reduce process time, etc. to the CS Hub
Lead or participate in projects as a subject matter expert
Hiring and Training/Development
Percent of time spent in this area: 15%
Maintains staffing levels; recruits, selects, and hires CS/RM representatives to maintain a high-performance culture
Set strategy for associate training/development; includes HR and process related
Creates ideas to reduce attrition based on exit interview feedback
Qualifications:
3 years+ in Supervisory role overseeing operations and providing guidance
2 years+ in a call centre or BPO Company in the same capacity is an advantage
William Hill
Together we're on a journey to build a better business. With us, you'll balance flexibility and performance in a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you. Sound good? Then you belong here.
Your role in the team
Be the one to make it happen!
If you're a leader who's passionate about compliance and players safety then you're exactly the one, we need. We've prepared exciting compensation package for you!
Overview of Responsibilities
The Operations Manager is responsible for monitoring performance, identifying and addressing opportunities, preparing and completing action plans, managing process improvement and quality assurance programs. Oversees development and training on appropriate skills needed by the teams to support William Hill Online's customer requirements through effective coaching, excellent leadership and strategic planning. The Operations Manager is expected to collaborate with local senior leadership in developing, interpreting and implementing company policies and procedures for performing company functions. The position will also review and recommend new methods and procedures to improve operational efficiency.
Main Responsibilities
Oversight of team performance to SLA's and/or other objectives
Percent of time spent in this area: 20%
Monitoring of SLA's, projects, process improvements and miscellaneous other items
Analyze and develop corrective action plans when objectives are not met
Provide coaching to Team Managers and/or Customer Service or Back Office Representatives
Percent of time spent in this area: 40%
Prepares and administers performance appraisals to Team Managers according to deadlines
Provides input to performance appraisals at the Advisor and SME level
Meets with direct reports on a weekly basis to discuss performance and provides coaching on areas of opportunity or success (1:1s)
Works with HR on matters that warrant corrective action in accordance with established policies and procedures
Provides proactive one-to-one and group coaching as appropriate to improve the skills, accuracy and quality of work and behaviours of their team
Completes TRIAD sessions in order to observe TM to Advisor/SME coaching and provides feedback on effectiveness of coaching delivery
Ensures understanding of the expected behaviours and acts as a role model to others
Collaborate with William Hill business leaders
Percent of time spent in this area: 10%
Acts as the key point of escalation for issues/concerns of Operations Managers and/or William Hill business leaders
Works to resolve identified concerns
Design and implementation, if necessary, of business continuity plans
Proactively communicates any planned initiatives with the Senior Operations Manager and Head of Centre Operations, prior to implementation and agreement, to ensure alignment with centre-wide plans
Process Improvements
Percent of time spent in this area: 15%
Responsible for proactively communicating recommendations to correct broken process, improve the customer experience, reduce process time, etc. to the CS Hub
Lead or participate in projects as a subject matter expert
Hiring and Training/Development
Percent of time spent in this area: 15%
Maintains staffing levels; recruits, selects, and hires CS/RM representatives to maintain a high-performance culture
Set strategy for associate training/development; includes HR and process related
Creates ideas to reduce attrition based on exit interview feedback
Qualifications:
3 years+ in Supervisory role overseeing operations and providing guidance
2 years+ in a call centre or BPO Company in the same capacity is an advantage
William Hill
Other Info
Paranaque City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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William Hill
About the company
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