BPO Service Delivery Operations Manager | Ilocos

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Responsibilities

• Plan, deliver and execute project(s) and program(s)
• Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center)
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
• Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
• Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
• Manage recruiting, staffing, people engagement, ...