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Head - Service Excellence

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

08-Oct-2020

Location:

CITY OF MAKATI

Close date:

31-Jan-2021

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Key Responsibilities:


·        Lead a team of around 30 professionals, training and developing a team of world-class professionals able to provide support for a global organization that spans different time zones and geographies

·        Assume strategic and overall operational leadership and accountability for the global operations

       – across all functions and regional support portfolios.

·        Deep dive into operational metrics against set targets for critical support processes to create streamlined workflows and output for the organization

·        Continuously build and manage a fully functioning and performing service center

·        Coach and train the team of professionals

·        Build a culture based on continuous improvement, and service excellence

·        Manage overall infrastructure requirements including finances, IT data security and vendor management

 

QUALIFICATIONS, SKILLS, AND KNOWLEDGE REQUIRED


·        University degree

·        Extensive professional work experience in an MNC or an organization with global presence

·        Demonstrated management and leadership skills

·        High in data management, analytics, reporting preparation -CRM tool preferred

·        Deep strategic organizational outlook with the ability to provide input to  the Executive Team (e-Team) level

·        Exceptional communication skills and global stakeholder management skills.


Salary:

PHP 4M – 5.9M