Deskripsi Pekerjaan
Are you a seasoned BPO leader with a proven track record of driving operational excellence? We are seeking a dynamic and strategic Program Head to lead and scale our high-performing Australian Telco Account based in Metro Manila. In this pivotal role, you will be the driving force behind client success, operational performance, and overall business growth.
As the Program Head, you will act as the primary strategic liaison between our organization and our valued Australian telecommunications partner. You will leverage your deep industry knowledge to optimize service delivery, champion team engagement, and consistently hit key performance metrics. If you thrive in a fast-paced, high-stakes environment and possess a passion for mentoring leaders, this is your opportunity to elevate your career with a premier industry account.
Tanggung Jawab
- Oversee and direct the end-to-end daily operations of the Australian Telco program to ensure all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded.
- Serve as the primary client contact, fostering a collaborative, transparent, and highly productive relationship with Australian stakeholders.
- Manage the program's profit and loss (P&L), including budgeting, forecasting, cost control, and strategic resource allocation.
- Drive continuous improvement and quality assurance initiatives to enhance operational efficiency, Customer Satisfaction (CSAT), and Net Promoter Scores (NPS).
- Lead, mentor, and develop a robust team of Operations Managers and Team Leaders, promoting a culture of high performance and career growth.
- Analyze complex operational data and performance trends to formulate actionable insights and strategic recommendations for executive leadership.
- Ensure complete compliance with organizational policies, client requirements, and Australian telecommunications regulatory standards.
Kualifikasi
- Bachelor's degree in Business Administration, Information Technology, Communications, or any related field.
- Minimum of 8 to 10 years of progressive experience in BPO operations management, with at least 3 to 5 years in a Program Head, Director, or Senior Manager role.
- Solid experience directly managing a complex, fast-paced Australian Telecommunications program is highly preferred.
- Demonstrated expertise in P&L management, strategic forecasting, and operational resource planning.
- Exceptional client management, negotiation, and stakeholder engagement skills.
- Strong analytical capability with a data-driven approach to solving complex operational challenges.
- Excellent verbal and written English communication skills, with a deep understanding of Australian consumer expectations and business culture.