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Senior Operations Supervisor

Date: 19-Nov-2021

Location: Taguig City, Philippines

Company: Canon

  • Purpose 

    The Operations Supervisor is responsible for the day to day productivity of the Managed Services operations team. This person will also serve as a single point of reference for customer processes and updates. 

    Essential duties 

    Responsibilities will include: 

    • Supervise the operations team working on Customer Operations and Collections  

    • Manage a total HC of minimum of 15 and up to 60 HC  

    • Ensure that team members and team leaders have the tools and available knowledge to implement and provide exceptional service delivery in line with contractual obligations. 

    • Responsible for ensuring all processes, procedures, company and client policies, and Client Service Business Rules are implemented and adhered to. 

    • Responsible for ensuring all employee schedules are planned and meet customer KPI requirements. 

    • Ensure compliance to legal requirements at all time. 

    • Ensure KPI's and/or SLA’s are met. 

    • Measure on improving both customer satisfaction and employee satisfaction. 

    • Coach and develop the leadership team. 

    • Establish employee goals, conduct performance reviews, coaching, and providing career development. 

    • Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively. 

    • Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes recommendations to senior leadership on process efficiencies. 

    • Coordinate with the Transition manager in managing end-to-end transitions of new roles. 

    • Need to drive process improvement ideas by streamlining process or initiatives to reduce efforts in daily operations  

    Performance measures 

    • To be discussed depending on processes assigned  

     

    Qualifications 

    • Minimum 5 years’ experience working in an accounts receivable / banking environment 

    • Excellent systems and process knowledge 

    • Excellent communications skills 

    • High level of accuracy and a strong work ethic 

    • Knowledge on Oracle is an advantage but not necessary 

    • Intermediate MS Excel skills 

    • Excellent time management and prioritisation skills 

    • Ability to work independently and also as part of a wider team