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Director of Services

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

26-May-2020

Location:

CITY OF MAKATI

Close date:

31-Aug-2020

Client Industry:

SHARED SERVICES

Job Description and Qualification:

The Director of Services shall be responsible for the day to day operations of different Services teams at the Philippines site. This includes management of the leaders and employees across different functional areas like Technical Support, Technical Success, and/ or other Services teams. Next to that this role will also be a response to drive projects across the site to drive operational excellence, facilitate the growth of the site and optimize processes and procedures to improve the employee experience and handle functional escalations.

Responsibilities:

  • Lead planning and implementation of the strategic initiatives and long-term goals for the operations groups and aligns plans with US (global) leadership that leads to operational metrics for the year
  • Identify key risks that could prevent the achievement of the strategic company and departmental plans and proposes relevant mitigation measures
  • Develops a detailed annual operating plan for the services groups that will allow the organization to achieve its strategic plan and company goals
  • Ensure global operational alignment for consistent and uniform service delivery and quality of our global 24/7 support ensuring that all employees perform tasks effectively and maintain a healthy and safe working environment and culture driving our high-performance culture and leadership approach
Experience:

  • 10+ years of managerial experience in global or multi-national company

  • 5+ years of proven global experience leading a similar sized (technology or contact center) technical services organization

  • Excellent written and oral communication skills - English

  • Ability to engage key people at all levels across business units and geographical area to achieve goals and objectives at both strategical and operational level


Salary:

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