Business Operations Support Manager (Client Services) - Iloilo, Philippines

Business Operations Support Manager (Client Services) - Iloilo, Philippines

Location: Philippines, Iloilo City

Job category: Operations

Language:

Transcom is looking for talented individuals like you to join our awesome team! Be the next Business Operations Support Manager (Client Services) for our Transcom Iloilo site.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

Join our Transcom Family as a Business Operations Support Manager!

• TheAccount Manager will be responsible for ensuring the effectivedelivery of all services to the client and ensuring that thoseservices are continually improved in the interests of the client.Through a matrix organization structure the AM will ensure theeffective coordination of Country level account managers in theirclient development activities thus ensuring best practice is deployedeffectively on behalf of the client in all regions
• Reportingdirectly to the Contact Center Manager the Business Manager achieveshis/her targets with the assistance of all Transcom supportfunctions.
• Theprimary objective is to ensure continuous improvements are beingimplemented for the client’s business.
• Inpartnership with the Account Manager prepare, generate and develop client presentations, data validation and first level analysis of reports to be presented to internal and external stakeholders. Participate in leadership meetings both internally and externally.
• Effectively present business results, initiatives and other data and represent Transcom’s core values and strengths at all times.
• Actively participate in a leadership role in all Business Reviews, Calibrations, site visits, etc. for assigned campaign(s).
• Support the Account Manager of an account, or of different accounts, on issue resolution or escalations pertaining to single or multiple processes within a given line of business within the assigned Delivery Center(s).
• Acts as a primary interface of operations on escalated issues and provides status of issue inquiries, updates and resolutions to the Account Manager, or Director.
• Document and effectively communicate all initiatives, new processes or enhancements prepared in collaboration with Operations, Training, Quality, Client Services, Client Operations, Development, etc.
• Ensure continual alignment with Account Manager, Director of Client Operations and Director of Operations.
• In partnership with Operations document and provide Root Cause Analysis documentation to appropriate internal and external stakeholders.
• Partners with Account Manager and Business Manager on KPI data
• Analyze reports and provide trending and analysis as appropriate on performance delivery, efficiency and financial goals
• Partner with AM and Training/Quality on TSG, Intranet and other posted data.
• Partner with Client Services, Training, Quality and Operations on TMP content and delivery.
• In partnership with Account Manager design and propose service performance and customer satisfaction surveys to provide relevant feedback to the Delivery Center(s), the Executive Team, the Leadership team, Operations and clients
• Review and understand KPI performance of an assigned account(s) and partner with Business Managers, Training and Quality on the committed performance criteria. Partner with the Business Managers, Training and Quality on action plans and root cause analysis.
• Partner with Business Manager on completion and closure of all RCAs and ensure constant communication on status with Account Manager and client.
• Schedule regular check-point meetings with Business Manager to review status of RCAs and KPIs and handle actual reporting to Account Manager, Directors of Client Operations and Operations as well as clients.
• Schedule regular discussions on strategy and tactics with Account Manager.
• Partner with POCs in other functional groups or other campaigns to share best practices and identify opportunities for efficiency and excellence.
• Cascade all client feedback and inputs to Operations.

What we are looking for:

To be successful in this role you must…

• University degree or equivalent higher qualification

• Have a proven and successful track record of effective leadership within CRM sphere within a customer services and consumer marketing environment. CMS experience will be valued.

• Have Client Relations and Sales contact experience

• Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills. Preferably with experience in multinational company in a multi-cultural setting.

• Working knowledge of the principles and practices of industries relevant to the client supported and Transcom’s growth goals. Regularly applies principles, theories and concepts, and has the ability to determine a course of action based on these guidelines or operational requirements.

• Strong leadership, consulting and organizational commitment

• Proven ability to work successfully in a team environment.

• Computer literate with basic knowledge of financial planning and analysis, forecasting using spreadsheets

• Highly organized and detail oriented.

• High level of maturity and sense of responsibility

• Highly analytical and must be results-oriented with a strong foundation of integrity

What Life at Transcom is like!At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

Share this job

More jobs like this