DE029457-Service Delivery Ops Associate Manager

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

POSITION TITLE: Service Delivery Ops Associate Manager

WORK SETUP: Return to Office

OVERALL PURPOSE:

The Operations Manager directs the work of more than one delivery or process team through others (e.g., team leads, external teams or vendors). They authorize deliverables, budget, schedule, dependencies, service levels, operating metrics and scope for the Client Service/Service Delivery Team.

RESPONSIBILITIES:

Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope

Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables

Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality

Manage resources to achieve these assignments

Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings

Maintain team’s work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.)

Approve team members time sheets, identify source of any variances and drive plans to correct the same

Identify and manage issues and risks and act as an escalation point within the team

Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed

For BPO, facilitate effective Management Operating System, ensuring timely reviews of process outcomes [(3X3) metrics, Key Performance Indicators (KPIs), Service Level Agreements (SLA)] and improvement/change initiatives

Process Compliance/Consistency, Quality, and Continuous Improvement

Schedule, assign and track signoffs for deliverables owned by the team and validate the participation of appropriate contributors to each deliverable

Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes

Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner

Serve as a peer or process reviewer as appropriate and participate in Capability Maturity Model Integration (CMMi) or other quality assessments as needed

Identify continuous improvement and productivity improvement opportunities – maximize reuse, minimize redundancy, streamline, drive one-to-many approach etc.

Participate in the creation of team deliverables as appropriate

Process Capability Development

Serve as process expert/coach for the team’s deliverables

Drive methods adoption and act as an expert on how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables

Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements

Identify and implement productivity improvements, ensuring adherence to appropriate project gating and business case approval requirements.

OTHERS:

Project Shift Schedule: Rotation Shift

Project Rest Day: Rotation Off

Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS:

Standard Associate Manager profile

At least 7 to 8 years of solid experience

At least 5 years of supervisory experience

No domain