ph group manager OperationsTSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What can you expect from us?
Competitive salary package
On-site and WFH, as required
Rotational roster
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
1 Full time role available
Job Description
Our client roster is rapidly expanding and we now have an exciting opportunity for an experienced Manager with strong client relationship management skills to join our group leadership team.
As the GMO, you will manage a portfolio of clients and be accountable for the establishment and maintenance of TSA's contracts with new and existing clients and the operational delivery of their programs.
Reporting directly to the Group General Manager you will be accountable for; managing key client relationships and customer advocacy; having direct operational ownership and responsibility across all assigned programs of work, including operational excellence; total financial accountability for each client P&L; and employee engagement and development of the teams.
As a member of the TSA Senior Leadership team, you will also work collaboratively with the Group Executives to shape the culture of our business and influence how we achieve our strategic growth objectives.
What you'll be doing:
Own the operational strategy and plan for new client onboarding and ongoing program maintenance
Coach and develop a team of Contact Centre Managers to ensure they're able to execute the operational strategy and deliver on all key metrics
Manage and nurture key client relationships to facilitate monthly and quarterly business reviews and identify and act upon opportunities for growth and program enhancements
Commercial management of portfolio to ensure resourcing and costs are managed effectively and in line with budget forecasts
Manage internal stakeholders to support the prioritisation and delivery of organisation wide and client driven strategic and operational initiatives within client SLA's
Continuously improve the operating model to achieve operational excellence
Qualifications
To thrive in this role you will need to have:
Must have a minimum of 5 years Senior Leadership experience within TSA
Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions and/or digital solutions
Exceptional stakeholder engagement and management skills (internal and external across multiple levels)
Proven track record in building and maintaining a positive, inclusive and professional 'best practice' sales and service culture across teams
Demonstrated ability to build, lead, coach, develop & inspire a team to provide growth
Extensive experience in commercial performance encompassing profit & losses management
Impact and influencing skills, demonstrated negotiation skills
Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remain in control
Must have product and systems knowledge
Must be technologically literate
Must be proficient in Microsoft Excel
Bachelor's degree in Business (highly desirable)
Desirable:
Voice - Technology leadership experience
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*Terms & Conditions Apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
IMPORTANT: In our pursuit to continuously ensure the health and safety of everyone in our site , and in compliance with the IATF Resolution No. 148-B, please be advised that all employees required to report onsite whether for training or regular work will need to present proofs of any of the following:
1. Full vaccination;
2. Partial vaccination provided that the 2nd dose is not overdue;
3. Negative Result of RT-PCR test - applicable for unvaccinated or with overdue 2nd dose of vaccine
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time