Operations Supervisor - Contract Management

Date: 16-Nov-2021

Location: Taguig City, Philippines

Company: Canon


  • Proactively and strategically manage the Contract Management teams for nominated customer groups, to achieve profitable sales/service revenue/reach unit targets.
  • Meet Business Operations KPIs.
  • Effectively manage and develop all members of the Teams to exceed their productivity targets.

Essential duties


  • Operations Delivery Strategy
    • Ensure sales and service revenues are maximised through effective contract billing and KPI's and/or SLA’s are met.
    • Support roll out and implementation of Pan European and local initiatives
    • Direct and manage CM activity to meet all KPIs and to maximise sales and service revenue.
    • Assesses production, profitability, resources and manpower reports, plans, program descriptions, etc. and makes









recommendations to senior leadership on process efficiencies.

  • Stakeholder Management
    • Work closely with the Business Operations Management Team to ensure that the end to end processes within Business Operations are managed effectively and processes are followed consistently.
    • Manage all escalated customer issues and complaints
    • Measure on improving both customer satisfaction and employee satisfaction.
    • Exchange good practises and business experience with colleagues
    • Work with colleagues in and outside of Business Operations to lead and manage change across Business Operations and to educate, advise on and develop processes.



  • People Management
    • Supervise the operations team working on assigned processes. Responsible for ensuring all employee schedules are planned and meet customer KPI requirements.
    • 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.
    • Establish employee goals, conduct performance reviews, coaching, and providing career development. Coach and develop the leadership team.
    • Coordinates facility resources through workforce planning and hardware and software allocation, implements operational procedures within facility ensuring all resources are managed effectively.
    • Coordinate with the Transition manager in managing end-to- end transitions of new roles.

Performance measures

  • Teamwork and collaboration with Senior Managers and external client.
  • Customer Satisfaction feedback - Internal and external
  • Continuous improvement of tools and services
  • Reporting requirements met within agreed timeframes
  • Effective roll out and adoption of new initiatives
  • Proactive Change Communication



  • Ability to demonstrate a strong knowledge of the sales, service, order management, contract management and supply chain environments and the ability to manage the process efficiently.
  • At least 3 years of people management experience









  • Bachelor’s Degree holder from a business-related discipline
  • Strong contractual, legal and SOX knowledge and solid financial acumen.
  • Customer facing and complaint handling experience
  • Excellent communicator with a pro-active approach and with a “Can do” mentality.
  • Delivery and solutions focused.



  • Knowledge on Oracle is an advantage but not necessary
  • Intermediate MS Excel skills