senior Operations ManagerCushman & Wakefield

Job Description
The client is looking for someone with the ability to inject and maintain rigor in the team, drive change (innovate, automate), lift the performance and quality of outputs, and take it to the next level.
Key responsibilities will be as follows:
Drive program performance to deliver client, employee and shareholder outcomes
Develop the program's management team
Deliver operational excellence
Develop harmonious working relationship and teamwork
The ideal candidate will be a confident, polished, data driven operational leader, passionate about their work, and the provision of first-class customer service. He/she will have a roll the sleeves up/get the hands dirty attitude/mindset, be an aspiring leader who your team look up to, which is very much in line with the clients' people centric culture.
You will be a hands-on operational technician, driving the performance of your team, constantly looking to improve and innovate (a change agent), always willing to go the extra mile, a leader who shares the corporate vision with their team, someone who has the commercial acumen to consider the overriding company wide commercial impact and implications of all of their decisions.
You will have notable experience preparing your own program strategies and action plans (i.e., rather than have these handed to you with the expectation you simply need to deliver), and be experienced and thus confident interacting with both senior stakeholders and clients alike.
Important to note that the client's Naga site is fully operational with all staff working on site, thus applicants for this opportunity need to be very much at ease being on site.
Candidates need meet the following criteria:
Bachelors degree preferred
Min 15yrs experience in the BPO/call center industry
Suitable candidates will currently be at Senior Operations Manager (or equivalent) level, or have notable experience at Operations Manager level and thus be ready to take the next step
Experience managing a min of 50 FTE's in BPO/call center environment
At least some exposure to a telco account/program is a preference, but of more importance is experience managing billing and complaints verticals
Notable experience driving change (and continuous improvement initiatives)
Experience of turning around the performance of a troubled account/program
Experience managing Aussie accounts/clients is a strong preference
P&L mgmt. experience would be advantageous but is not a deal breaker
Exceptional communication skills are imperative (both written and verbal).
Cushman & Wakefield

Bicol Region
Permanent
Full-time