Operations Lead
The Operations Lead is responsible for monitoring business operational activities and contributes to the effective production of products and/or provision of services. This position supervises day-to-day activities to ensure efficient service that meets the expectations and needs of customers and clients/partners.
Location: Bonifacio Global City, Taguig City
Status: Urgent
# of Positions Available: 2
Job Description
- Manages overall operations and is responsible for the effective and successful management of resource, productivity, quality control, and service level agreement as established and set for the Managed Services Group.
- Serves as a company representative on issues.
- Enhance the procedure, systems, and principles in the areas of service and operations management and looks for opportunities to expand services.
- Carry out supervisory responsibilities in accordance with the company’s policies and applicable laws.
- Recruit, select, train, assign, schedule, coach, counsel, and discipline team members
- Communicates job expectations; planning, monitoring, appraising, and reviewing job contributions
- Contributes operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
- Forecasts requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions
- Develops operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving the product, equipment utilization, inventory management, and shipping
- Analyzes process workflow, employee and equipment requirements; implement changes
- Serves as the primary point of contact when there are customer issues related to quality, customer service, or accidents, and mishaps.
- Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Works closely with Service Delivery Manager and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.
- Communicate all operating policies and/or issues Other job-related activities that may be assigned from time to time.
Job Qualifications/Requirements
Education
- At least graduate with a Bachelor’s or Master's Degree in IT, Computer Science, Engineering, or any related course. Information Technology Infrastructure Library (ITIL®) certification a plus.
Related Work Experience
- At least 3+ years of experience in Operations Management (MS)
- At least 4 years of experience in a technical development and support team.
- Experience maintaining and managing cloud-based solutions
- Mobile product/service development experience is a plus
Knowledge
- In-depth knowledge in the following:
- Exposure with various enterprise/consumer products/services/solutions and the technology behind them.
Skills
- Must have excellent client management skills, team management, conflict management, business negotiation.
- Must have the ability to multi-task and good time management skills
- Must have strong interpersonal and organizational skills.
- Ability to work independently with minimum supervision and with a cross-functional team.
- Ability to lead a small team and/or project.
- Must be adept to work in a fast-paced environment.