Operations Manager

3 days ago

Delhi, India Booth and Partners Pte Ltd Full time
Job DescriptionAbout the Client:

Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines. Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.

Job Summary

In this role, you will be the Second Point of Contact for client escalations for Managed Solutions. You will also act as the default Senior Operations Manager and second-in-line during the absence of the Senior Operations Manager.

Responsibilities:

Maintain the role of managing the overall operations of the assigned managed solutions campaign and diligently fulfill the associated duties and responsibilities expected of this position.

Ensure SLA and service delivery adherence through effective workforce planning to ensure efficient operations.

Translates business unit goals into actionable plans.

Drive overall performance on a daily basis by setting clear goals and developing strategies.

Track key performance metrics and identify ways to improve customer experience

Ensure compliance rules and execution of contract agreements.

Prepare and organize all documents for all processes and policies and make necessary recommendations for improvement.

Prepare and analyze all analytical dashboards and prepare ad hoc reports within the appropriate timeframe.

Monitor effective implementation of all projects and recommendations to improve operations and increase profit.

Provide regular reporting and join business reviews with the clients and senior management.

Maintain operations and processes according to required standards and maintain consistency in the same

Administer all operating data and transactions for various billings and assist in efficient renewals

Act as first escalation to address day-to-day issues and escalations that impact operations and client relations

Develop staff by assessing competencies and promoting training and career planning

Select, train, develop, and manage the performance of staff; coordinate, plan, and assign work in accordance with the policies

Implement employee engagement, rewards, and recognition activities to drive performance, illicit employee satisfaction and mitigate attrition

Work and collaborate with support functions, other departments, vendors, and partners to develop tactical and operational initiatives

Achieve budgetary measurements

Act as the direct supervisor for employees assigned

Coach and handle the personal development of the teams Handle escalated concerns from associates

Provide excellent customer service to clients Conduct Performance Management for the teams

Ensure that all customer and client complaints/discrepancies received are logged and properly investigated

Monitor the quality of service delivered to clients

Ensure achievement of targets and adherence to the Service Level Agreement (SLA)specified by the client

Responsible for the attainment of client goals, efficiency, targets, and overall team performance

Develop forms, templates, and systems that improve the efficiency, accuracy, and quality of guest services

Develop and update policies and procedures in accordance with relevant legislation Maintain CRM up to date

Ad-hoc tasks as required

Requirements

At least

3+ years of operations management

or related experience

Health Care Account experience

is a plus

Multi-tasking abilities.

Fast learner and able to keep up with any updates/changes.

Excellent communication and problem-solving skills.

Familiarity with the weight loss industry is a plus.

Must be amenable to work onsite in our office at BGC or Makati.

Must be amenable to work night shift or shifting schedule.

Benefits

WHAT WE OFFER:✔ Great Place to Work-Certified Company✔ Premium HMO✔ Holistic employee experience✔ Rewards and incentives✔ Monthly engagement activitiesRequirementsAt least 3+ years of related experience Health Care Account Experience Multi-tasking abilities. Fast learner and able to keep up with any updates/changes. Excellent communication and problem-solving skills. Familiarity with the weight loss industry is a plus.

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