DIRECTOR OF OPERATIONS GHSKMG

Email your resumé to: [email protected]
For Inquiries Call: 0917-806-8034
Look for: Marifi

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Qualifications:

1. Overall:

a. 15 or more years of experience in BPO in Philippines
b. Preferably 10+ in Credit Card/Prepaid Card processes in captive and 3rd party organizations
c. 10+ years experience in credit/prepaid card programs - US Geography preferred (UK as an option)
d. Call, Chat, Email, and Back Office experience
e. Ability to manage 5+ client relationships
f. Ability to manage 750 to 1000 headcount
g. Recognized as a domain expert in credit and prepaid
h. No Non Compliance / Ethics background concerns
i. Positive client feedback for relationship and account management
j. PHP citizen / local up-bringing preferred

2. PnL responsibility for both Revenue and EBITDA

3. Client facing:

a. Proven Cost to Serve reduction
b. Proven CSAT, NPS, FCR and CHT transformation
c. Team performance transformation through Decile Management, Performance programs and other proven initiatives

4. Domain expertise

a. Partnership with Research organizations and Industry Associations
b. Transformation case studies which show understanding of Business Metrics that Credit and Prepaid Card industries use for competition benchmarking in US, Canada, and UK Geographies
c. Expertise over the years on end to end customer journeys and benchmarked SLA’s for contact types


5. Preferred:

a. Expertise / Knowledge in RPA, ****ytics, and Digital
b. Proven case studies related to Credit / Prepaid Cards in RPA, ****ytics, or Digital

Roles and Responsibilities

1. Senior level management role - has overall responsibility for decisions and management of multiple programs, typically two to five financial services programs.
2. Responsible for Operations/ Management, Crisis Management – the position holder will need to ensure delivery of the process, as per the agreed client SLAs.
3. Responsible for developing Senior Managers and team leaders and their teams on process skills and other competencies.
4. Ensuring high levels of employee satisfaction translating into process innovation and high retention rates.
5. Leads the transition of new work queues and growth of the business
6. Responsible for instilling a culture of “passion for work”, “integrity”, and “consistency in performance”.
7. Responsible for leading MBR’s / QBR’s with the client Process
8. Ensure Curricular Activities Compliance to COPC & security standards