Deskripsi Pekerjaan
Are you ready to lead a dynamic team within a rapidly growing international financial account? PNI Business Solutions, Inc. is seeking a strategic and results-driven Operations Manager to oversee our premier Banking and Financial Services program based in Eastwood, Metro Manila.
In this high-impact role, you will be responsible for the end-to-end operational performance of the account, directly influencing client satisfaction, profitability, and team engagement. You will serve as the senior point of escalation, a trusted advisor to global stakeholders, and the driving force behind a culture of excellence and continuous improvement.
We are looking for a visionary leader who possesses a deep understanding of the BPO industry within the financial sector. Your ability to manage large-scale operations, analyze complex data sets, and develop future leaders will be critical to your success. You will implement strategic initiatives that streamline processes, maximize efficiencies, and ensure strict compliance with international banking regulations.
At PNI Business Solutions, we are committed to providing a world-class work environment. We offer competitive compensation, comprehensive benefits, and unparalleled opportunities for career advancement within our global network. This is not just a job; it is a chance to make a significant impact on a prestigious international account while accelerating your professional growth.
Take the next step in your leadership career. Join our team and be part of an organization that values innovation, integrity, and high performance.
Tanggung Jawab
- Manage the daily operations of the International Banking and Financial account, ensuring all service level agreements, key performance indicators, and client metrics are consistently achieved.
- Lead, mentor, and develop a large team of Team Leaders and operations support staff, promoting a performance-driven culture focused on accountability and career growth.
- Develop and execute strategic operational plans to enhance the customer experience, improve efficiency, and drive profitability for the account.
- Conduct regular business reviews with international clients, presenting operational data, insights, and recommendations for improvement.
- Oversee workforce management, quality assurance, and training functions to ensure optimal staffing levels and adherence to high service standards.
- Ensure full compliance with banking regulations, data privacy laws (GDPR/RA 10173), and internal company policies.
- Manage the operational budget, monitor expenditures, and identify cost-saving opportunities without compromising service quality.
- Foster a diverse and inclusive work environment that attracts, retains, and develops top talent in the industry.
Kualifikasi
- Bachelor's Degree in Business Management, Finance, or a related field; Master's Degree (MBA) is highly preferred.
- Minimum of 5 years of solid Operations Management experience in a BPO or Contact Center environment, specifically handling International Financial or Banking accounts.
- Proven experience managing a team of 80+ FTEs, including multiple managers and supervisors.
- Strong analytical skills and proficiency in operational metrics (CSAT, NPS, AHT, FCR, Attrition, Shrinkage).
- Excellent verbal and written communication skills in English, with the ability to interact effectively with C-level executives and international clients.
- Deep knowledge of banking and financial services regulations and compliance standards.
- Proficiency in operations management tools, WFM software, and the Microsoft Office Suite (Excel, PowerPoint, Power BI).
- Highly adaptable, with the ability to thrive in a fast-paced, rapidly changing environment with shifting schedules.