AVP Operations

Job Title : Assistant Vice President Operations

Skills : Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.

Experience : Overall work experience of 8 years with at least 2 years experience in an AVP role in Customer Service Program in a BPO setting

Location : Alabang, Muntinlupa City

We at Coforge are hiring an Assistant Vice President of Operations with the following skillset :

Strong knowledge of Quality Methodology (COPC, Six Sigma, LEAN). Master black belt / black belt certified is an advantage.

Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.

Tech-savvy in evolving technologies.

Responsible for overall alignment to strategic customer segments’ expectations and goals, for seamless, transparent and frictionless experience that sustains mutual growth.

Responsible for ensuring smooth set up and function of quality and process improvement team to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients.

Facilitate central oversight of customer experience programs and efforts company-wide as well as centralized programs that would focus on synergies, organizational learning, change management, holistic perspectives, closed-loop systems, creativity, improvement, customer-centricity and momentum.

Drive centralized customer experience programs including customer research and analytics, customer relationship management and customer success, customer service and business process improvement.

Develop and deploy the company’s customer experience strategy, including strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.

Create portfolio of digital projects / programs within the organization with deep understanding of the Digital industry, and the issues and opportunities its players face, in area such as technology, data and business change.

Identify root cause analysis and areas of opportunity to improve CSAT and OSAT.

Define KPIs and communication quality standards to provide an experience that exceeds the needs of our customers in a timely, effective manner.

Explore and lead operations team on new technologies and / or vendors to improve productivity and customer engagement.

Conduct regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide strategic recommendations.

Re-engineer existing processes to improve customer experience by conducting regular audits and detractor surveys.

Manage customer escalations and drive basis discipline on the floor. Resolve operational issues and escalations within the stipulated TAT (turn-around-time)

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