DE027849-BPO Operations Senior Manager

Accenture in the Philippines


Date: 3 weeks ago
City: Taguig
Contract type: Full time

  • ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---


  • POSITION TITLE: BPO Operations Senior Manager

    WORK SETUP: Return to Office

    OVERALL PURPOSE:

    We are seeking a highly experienced and client-focused Delivery Lead to manage our 24/7 HR Operations Voice Process, specializing in Recruitment and Onboarding services, while delivering exceptional "white glove" service to our client's organization.

    RESPONSIBILITIES:


  • Operational Leadership & Service Delivery (Recruitment & Onboarding Focus):
  • Oversee the 24/7 HR Operations Voice Process, with a strong focus on recruitment and onboarding inquiries and transactions.
  • Manage and maintain strict adherence to client SLAs and KPIs related to recruitment and onboarding service delivery.
  • Ensure efficient handling of complex recruitment-related inquiries (e.g., application status, interview scheduling) and onboarding-related inquiries (e.g., document verification, system access).
  • Implement and maintain robust quality assurance processes to guarantee accuracy and consistency in recruitment and onboarding processes.
  • Manage and mitigate operational risks, ensuring business continuity for 24/7 operations, specifically related to recruitment and onboarding.
  • Ensure the team follows proper data privacy procedures.
  • Client Relationship Management & White Glove Service:
  • Serve as the primary point of contact for client escalations and critical HR service issues, particularly related to recruitment and onboarding.
  • Cultivate and maintain strong client relationships, ensuring exceptional client satisfaction through proactive communication and personalized service.
  • Understand and anticipate client needs, providing tailored solutions and exceeding expectations, especially in the context of recruitment and onboarding.
  • Deliver a "white glove" service experience, emphasizing empathy, professionalism, and responsiveness.
  • Team Leadership & Development:
  • Lead, mentor, and develop a team of HR operations specialists, with a strong focus on recruitment and onboarding expertise.
  • Conduct regular performance reviews, provide constructive feedback, and identify training needs, particularly in recruitment and onboarding processes.
  • Ensure the team is equipped with the knowledge and skills to handle complex recruitment and onboarding inquiries and provide exceptional service.
  • Build a positive and supportive team environment.
  • Process Improvement & Innovation:
  • Identify and implement process improvements to enhance efficiency, accuracy, and the overall client experience, with a focus on recruitment and onboarding.
  • Utilize data analytics to identify trends, measure performance, and drive informed decision-making, particularly in recruitment and onboarding metrics.
  • Stay abreast of industry best practices and emerging HR technologies, especially in recruitment and onboarding.
  • Explore and integrate Generative AI tools and techniques to optimize HR service delivery, where applicable, particularly in candidate screening and onboarding automation.
  • Utilize and implement six sigma methodologies to improve processes.
  • Reporting & Analysis:
  • Generate and analyze performance reports, providing insights and recommendations to senior management and clients, with a focus on recruitment and onboarding metrics.
  • Prepare and present regular performance reviews to clients, highlighting key achievements


  • OTHERS:

    Project Shift Schedule: Rotation

    Project Rest Day: Rotation

    Project/Team Location: Client Site - Non-Accenture Facility

    SKILL AND QUALIFICATIONS:


  • Must have at least 12 years of experience in BPO Operations
  • Must have at least 10 years of Leadership experience
  • Proven experience managing a voice process and delivering exceptional customer service


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