[ref. s74439918] Financial Call Center Operations Manager - Taguig - Santa Ana

Job Description

TASQ is looking for an operations manager to work on site in Taguig.

The pre-screening interview will be done over the phone.

Job Profile Summary:

To maintain accountabilities for all Institutional clients ensuring that participant needs are addressed, client issues are handled effectively and trends are communicated proactively to client teams

Benefits:

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great place to work certified.

Core Responsibilities:

• Manages a staff of TLs cross site; Provides guidance, training and motivation as necessary to develop staff; Evaluates and counsels personnel; Sets performance standards, reviews performance, provides feedback, administers disciplinary action and recommends wage increases in accordance with all applicable HR policies and procedures
• Strategizes with Client Services and Recordkeeping Services to set goals and objectives for key client relationships; Partners to assess client needs and provide appropriate reporting on goals and metrics; Routinely attends Recordkeeping Services and Client Services forums to educate on global Participant Services trends
• Develops and recommend changes to departmental policies and procedures to meet changing business needs; Works closely with other members of management to develop and implement staffing and operational plans; Participates in the development of short- and long-range goals for the department
• Utilizes dashboard metrics to identify and initiate workflow changes to ensure a high level of efficiency in terms of quality and productivity; Follows DMAIC methodology to lead projects to effect permanent change
• Provides technical support to PSAs, TLs and partnering business areas; Proactively supports all parties in analyzing and resolving participant issues and trending to identify client issues and develop solutions; Acts as the liason for Client Services and pulls in Line Managers and Training as deemed appropriate when client issues surface Analyzes departmental metrics and uses available data to monitor problems and measure success of the team and the business; Implements plans to close gaps and improve performance
• Responds quickly to industry and internal developments on a global level; Assesses what should be communicated to the department or incorporated into Plan information and does so in a timely, accurate and effective manner; Determines the most appropriate method of communication, given the nature of the content
• Represents Participant Services as needed through client tours
• Participates in special projects and performs other duties as assigned

Key Requirements:

• College undergraduate or equivalent combination of training and experience
• Minimum 7 years related BPO experience (including supervision of others)
• 3 years of Operations Manager Experience or above.
• Series 6 and 63 licenses or ability to obtain within 60days
• Strong knowledge of defined contribution plans necessary
• Understanding of VISTA, Pinnacle and other Institutional systems preferred
• Excellent oral and written communication skills
• Strong leadership and personnel development skills
• Proven ability to identify opportunities and execute solutions; Proven ability to successfully develop strong working relationships with staff, internal clients
• Proven track record of building, developing and managing service delivery and support teams.
• Solid leadership and people management skills along with previous experience growing and developing an operation function.
• Experience in defining operational procedures, setting service standards, defining SLAs etc. It goes without saying that resources also be passionate about delivering exceptional service.
• Understanding of knowledge management principles and procedures
• Excellent written, interpersonal, communication and analytical skills

Other Requirements:

• Must be willing to work 100% onsite work setup
• Willing to work in BGC Taguig
• Willing to do shifting schedules.