Urgent Hiring | Senior Operations Manager | Technical Account

DUTIES & RESPONSIBILITIES:

Financial Management

Direct annual budgeting and planning process for the organization's annual budgetDevelop and manage annual budgetOversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goalsOversee short and long-term financial and managerial reporting.Develop long-range forecasts and maintain long-range financial plansPrepare annual audit and be a liaison with all outside vendorManage Profit and Loss of the programs handled

Organizational Effectiveness

Manage functionsIncrease the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functionsImplement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performanceDrive initiatives in the management team and organizationally that contribute to long-term operational excellenceProcess improvement – reviews and evaluates existing processes and works with his/her team to create and implement improvements using Six-Sigma, DMAIC, LEAN etc. methodologies, and RPA/Automation; Business TransformationParticipate in the development and presentation of proposals for business developmentEstablish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.

Organizational Leadership

Contribute to short and long-term organizational planning and strategy as a member of the management teamBalance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goalsManage and drive performance from the Operations Managers, Associate Managers, Team Leaders and Associates in meeting SLAs and KPIsLead multiple programs and LOBsWill act as the site POC and oversee business continuity

Client Relationship

Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the companyProvide excellent customer service and determine the needs of the client

Other tasks as assigned by the immediate reporting manager as needed by the business

REQUIREMENTS:

Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, any fieldAt least 10 year(s) of working experience in the related field is required for this positionAt least 2 years working in a similar capacity and has/had P&L responsibility, and managed projectsAbility to handle 500+ FTEs under multiple line of businesses Managed teams in various geographic locations with a proven track record of meeting and exceeding financial targetsHas worked at multiple client accounts to gain experience in working with and handling different types of clients; strong client facing abilities including the ability to handle scope issuesHas the ability to work with senior management and work within the political structure of his/her own organization as well as the clientsIs able to communicate effectively in writing, verbally, and through presentationsPossess strong people skills - is able to work with other organizations such as third party vendors, sales, marketing, and legal, and understand their terminology; understand the requirements for the various staff positionsStrong planning abilities (both strategic & tactical)Has an understanding of the technology/RPA used in the BPO industryStrong negotiation skillsStrong Business AcumenCan work in Shaw Blvd., Mandaluyong for an onsite assignment

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.