Operations support managerAmpersand Management Development Group

Description
Support to Monitoring Management
 Oversee the day-to-day operations of the support team to the monitoring center.
 Ensure that all work is done properly, according to company standards and in a timely manner by those directly supervised
 Provide leadership that guides team members to efficiently handle all observed incidents and follow established procedures.
 Monitor staff work for quality assurance to foster continuous process improvement and providing excellent service to all our customers.
 Manage metrics, ensure customer satisfaction, and report on performance related to customer accounts.
 Continuously develop, implement, and review operational systems, policies, and procedures to gain efficiencies, reduce errors and improve productivity
 Develop and maintain effective processes, including but not limited to: recruiting, onboarding, training, scheduling, mentoring, coaching, performance standards, and rewards and recognition
 Maintains safe and secure work environment by following safe practices.
 Keeps customer's security information confidential.
 Investigate incidents and issues pertaining to the monitoring center
 Work closely with internal IT resources in resolving hardware or software issues as they pertain to the monitoring center
People Management
 Hire, motivate, train and evaluate employees to enhance their performance, development and work
 Address behavior and performance issues, and make recommendations for personal growth
 Develop training and development plan of supervisors, team leads and operators
 Promote company culture that encourages high performance and high morale, built on empathy and relationships
 Build alliances and partnerships with North America
Customer Excellence
 Maintain high standard of service
 Implement continuous improvement strategies
 Implement business continuity plans to ensure customer fulfillment
Integrity
 Be honest and respectful in all dealings
Accountability
 Accuracy
 Reliability
 Individual ownership of tasks
Teamwork
 Communicates effectively in ways that enhance productivity and builds respectful relationships with local and North American colleagues and counterparts.
 Demonstrates active listening, written and verbal skills.
 Shares all relevant information as needed.
Continuous Improvement
 Take initiative to learn new tasks
 Bring forward recommendations for improvement
Ad-Hoc Work (As Required)
 Perform other duties as assigned from time to time including, but not limited to, the monitoring of customer sites
Qualifications
EDUCATION
Required:
 Candidate must possess at least a Bachelor's Degree in any of the following fields of study or its equivalent
o Engineering (Industrial)
o Business Studies/Administration/Management
o Property Development/Real Estate Management
o Protective Services & Management
o Hospitality/Tourism/Hotel Management
EXPERIENCE
Required:
 Minimum of 10 years working experience in the related field with at least 3 years as Operations or Services Support Manager
 Proven track record of leadership in motivating, managing, and directing a diverse 24/7 workforce.
 Proven ability to solve problems and make quick, sound decisions based on experience.
 Track record of delivering exceptional Customer Service
 Working knowledge of service level metrics.
 Strong knowledge of scheduling, staffing models, performance metrics and capacity planning.
 Possesses a strong working knowledge of the Microsoft Office software suite (Word, Excel, Powerpoint, Outlook, etc)
 Worked in a fast-paced/growth environment
 Understanding of general finance and budgeting, including profit and loss
CORE COMPETENCIES
 Ability to develop and manage results-oriented staffing and training programs.
 Ability to lead and inspire teams, and engage executive management
 Ability to develop and document processes and best practices to meet security monitoring needs.
 Must understand the team concept of business and believe in the philosophy that each part of the team is equally important and vital to ultimate organizational success
 Excellent verbal and written communication skills
 Positive can-do attitude with a strong work ethic
 Goal oriented and driven to "go the extra mile" and be a contributor to the success of the business.
 Highly reliable and accountable
 Excellent time management and organizational skills to enhance efficiency and drive productivity
 Strong attention to detail
 Possesses effective analytical and problem-solving skills
 Is a "team player" with strong interpersonal skills
Working Conditions
 Office environment (Pasig City)
 Flexibility in work schedule (with occasional night shift)
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 10
Language(s): English
Availability for travel: No
Availability for change of residence: No

₱ 100,000.00 monthly ·  Pasig, National Capital Region ·  Today, 08:03 AM (updated)
Work type
Full Time