Transformation Manager

Duties and Responsibilities:

Manage the delivery of complex business transformation projects defined within the customer focus

Identify opportunity areas using advance analytics, marketing research, technological advancement and industry best practices

Design and identify ways of delivering transformational projects. Instrumental in moving relation with clients from transaction focused to value delivery for our clients 

Communication

Provide effective communication and feedback to clients, senior management and other enabling functions 

Staff Management and Development

Mentor and develop direct reports

Client and Account Management

Develop client relationships

Demonstrate confidence in managing client resources

Planning and Organizing

Review and evaluate the milestones achieved and of project plans 

Team Management

Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.

Coordinate with the senior management team members to drive change and improvement

Reward & recognize the excellent performers in the team•

Review team performance

To drive quality culture in the process & make quality as a way of life

Contribute towards overall team development by regular updates to the team on any new quality tools etc.

Motivate team members and ensure minimal attrition 

Process Orientation & Operations Management

Increase in Contractual Compliance performance

Adherence to Transition tollgate review process

Planning & coverage of Certifications/ Audits

Self-Assessment Implementation and coverage

CSAT Action plans tracking, validation & baselining

Improvement in BE ICSAT score

Increase in number of Continuous Improvement project implementation

Performance against Budgets / Targets

Costs saved, new revenue generated out of process improvement, faster turnaround & efficiency improvement

Cost saved by driving process improvement resulting to penalty saving at program level 

Strategic Business Planning & Execution

Implement Interaction Analytics service

Expansion of existing Transformation Service - e.g. Self Service

Project planning & implementation

Reports to: Sr. Manager 

Essential Qualifications: 

Any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring

Work environment:

The work environment is professional, office. Business casual attire. 

Ability to create and follow business plans

Time management skills

Be reliable and responsible

Organizational skills

Willingness to seek help and ask questions

Amenable to work On-Site at Quezon City (Bridgetowne) and on Night Shift Schedule.

Great compensation package, allowances and benefits (13th and 14th month and on top allowances ex. gas allowance) awaits! Apply Now!