General Information

Location
Pasig- Tiendesitas
Job ID
7373
Job Category
Operations
Language Requirement
English

Description & requirements

Description
Transcom is looking for talented individuals like you to join our awesome team! Be the next Senior Operations Director for our Transcom Pasig site.


Join our Transcom Family as Senior Operations Director

The Senior Operations Director is responsible for the general management of all Transcom Worldwide business units operating in his/her contact centres. This includes responsibility for all aspects of the business.


Role and Objectives:

The primary objective is to exceed budgeted net profit targets for all CRM business operations within the contact centres. This will be achieved by effective leadership and business execution including but not restricted to the following key focus areas:


Efficiencies
  • Ensuring that overall revenue per employee contributions are in line with or exceed TWW goals
  • Ensuring revenue contribution is measured for every direct individual and direct employee leaders at every level. 
  • Implementing effective performance management procedures at individual and team level to address areas of weakness.
  • Ensuring that efficiencies are accurately measured and reported.
  • Ensuring that the efficiency results are reported and reviewed on a 24-hour basis.
  • Identifying issues at earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to address

Organisation
  • Ensuring the recruitment process follows company standards at all times. 
  • Implementing/maintaining a standard TWW organisation structure and report any anomalies with justifications. Seek approval from Executives for any non-standard appointments. 
  • Taking client needs and commercial contribution into account for organisation plans and make sure that client objectives are met through appropriate appointments and organisational design.

Client Relations
  • Initiate regular and proactive contact with clients
  • Proactively seek to in crease client revenue
  • Seek to introduce deep dependencies and mutually beneficial client relationships.

Commercials
  • Preparing meticulously for commercial negotiations in advance and ensure TWW risks and profit objectives are covered.
  • Ensuring that revenue streams cover committed costs wherever possible.
  • Ensuring the profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted for.
  • Developing agreements that incentivise client improvements in return for higher margins.
  • Ensuring all agreements are profitable and take account of “end of contract” exposures.
  • Ensuring that minimum demand forecasting risks are taken by TWW and are manageable with appropriate commercial remedies.
 
Business Planning 
  • Developing and delivering accurate budgets and forecasts within defined corporate time scales.
  • Ensuring that demand forecasting is as accurate as possible and that resource deployed is matched effectively to demand.
  • Consider employee impact of resource scheduling and avoid anti-social and undesirable shift patterns.
  • Implementing TWW standard practices.
  • Attempting to spread/smooth demand across difficult periods.
  • Use technology and innovation to ensure demand spikes are managed as effectively as possible.
  • Measuring and reporting daily on customer experience in accordance with client’s objectives.
  • Reviewing effectiveness of resource plan and continuously improve performance.
  • Targeting employees responsible for resource plan with results. 

Business Development
  • Ensuring all staff act as ambassadors and salesmen/women of the company at all times. 
  • Ensuring excellent and effective pre-sales support.
  • Always meet or exceed commitments made to clients.
  • Ensuring efficient sales activity seeking to obtain TWW benefit whenever possible.
  • Ensuring sales activities are operating in line with TWW policy and make sure that Sales staff are efficient and targeting appropriate prospects.
  • Ensuring that brand identity is accurately represented. 

Process and Integrity
  • Ensuring that TWW standard procedures are implemented and complied with at all times.
  • Ensuring that all revenues and costs are effectively tracked and properly accounted for.
  • Continuously reviewing procedures and implement improvements.

Culture
  • Creating an open and energetic culture at every level in the organisation. Leading by example and establishing recognition from employees as a supportive, strong and credible leader
  • Ensuring that objectives are set for every member of the organisation in line with TWW values and business goals
  • Implementing clear and objective recognition procedures at every level in line with TWW group policy
  • Implementing personal development plans and effective performance management procedures for all employees
  • Ensuring site security and appropriate welfare and protection of employees
  • Ensuring a high level of morale and a sense of loyalty to TWW in each individual 
  • Implementing motivational activities such as team competitions and reward schemes

What we are looking for:

To be successful in this role you must…

  • Hold a (university degree – only inserted for the job description used for external recruitment) or equivalent higher qualification
  • Have a proven and successful track record of effective leadership with Commercial and Operational responsibility in the CRM or a closely related industry
  • Have a good understanding of CRM best practices and markets
  • Have Client Relations and/or Sales contact experience
  • Have experience with P&L management and associated financial practices 
  • Have an ambassadorial presence
It will help if you…
  • Have worked for a CRM outsource business
  • Have experience in direct/consumer  marketing
  • Have direct/consumer marketing, CRM or business administration qualifications
  • Run your own business
  • Have other language skill including English

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team! 

 

  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service



What Life at Transcom is like

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

 

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.