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.
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