Senior Operations Manager

Lead Excellence in Operations Management Join the Future of Outsourcing!

Embark on a transformative journey with Emapta a leader in premium outsourcing services. Discover a world of opportunities without leaving the comfort of your home. As a Senior Operations Manager youll lead excellence in operations management while enjoying abovemarket compensation and a dynamic work environment. Founded in 2010 Emapta redefines outsourcing offering transparency comprehensive HR support and modern workspaces. Join our 720 clients in experiencing career growth direct exposure to international clients and a supportive work culture. Unlock your potential and make a global impact with Emapta.

• Employment Type: FullTime
  
• Shift: Fixed Day Shift: 7:00 AM to 4:00 PM (PH Time)
  
• Work Setup: Hybrid Makati City
  

• Ensure the overall performance and profitability of assigned Emapta Professional Services (EPS) service delivery and customer success teams and channels.
  
• Lead support and oversee efforts to meet all client Service Level expectations.
  
• Establish and manage an efficient and effective operational structure to support the delivery of services to customers and internal stakeholders.
  
• Ensure that service and support teams capacity and capability match the scope and volume of work for each customer and line of business.
  
• Provide visibility to EPS stakeholders through multilevel reporting.
  
• Exercise autonomy to make tactical decisions to achieve business objectives.
  
• Participate in the strategic planning and decisionmaking of Senior Management and the overall business.
  
• Support multiple business units and departments providing value as a customer experience expert and operations manager.
  

Profitability and Growth

• Provide recommendations and implement different customer service delivery structures taking into consideration costs profitability customer experience customer processes scalability and business continuity preparedness
  
• Ensure invoices are sent promptly and customer accounts are up to date by performing followups and raising concerns to Senior Management so appropriate actions can be taken
  
• Develop and manage department budgets including planning all support roles rewards and recognition and other retention strategies.
  
• Monitor revenue costs and profitability of assigned teams and channels identifying and suggesting ways to lower costs and increase profits.
  
• Work with EPS Finance Lead to plan track and report on all assigned areas revenue costs and profitability.
  

Customer Experience

• Work closely with EPS Country Manager channel and operational leads and customers to regularly review outsourced team/function operational processes and ensure they align with the processes and procedures of other units
  
• Ensure Service Agreements are in place and are being complied with safeguarding EPS interests
  
• Act as an escalation point for complaints and escalated issues case managing these until resolution within agreed resolution timeframes
  
• Be involved in transitioning customer accounts and processes into Emapta where staffing is being offered.
  
• Establish a change management framework including controls.
  
• Regular department assessments as a proactive measure to mitigate risks associated with Information Security obligations and policy
  

Performance

• Ensure that team and staff Key Performance Indicators (KPIs) are established and that these are aligned with customers key operational objectives and service level standards
  
• Drive continuous staff learning the development of training materials a knowledge base and new team member onboarding plans
  
• Ensure that team members are being coached and that performance and behaviors are discussed every month.
  
• Develop a workforce plan to ensure optimal staffing levels in line with the projected requirements of the channel and each line of business.
  
• Work with the Recruitment team as needed to fill requirements to support growth or in response to attrition. Working with the Country Manager to project monthonmonth growth and recruit as required ensuring minimal delays. Ongoing development and embedding of crucial performance governing & improvement systems.
  

Employee Engagement Retention and Development

• Manage staff behaviors and reinforce compliance with policies and processes coordinating with HR and taking corrective action whenever necessary.
  
• Lead and implement employee engagement initiatives learning and development activities and drive employee satisfaction retention and advocacy.
  
• Drive a highperformance and positive culture through fair transparent but robust leadership.
  

Reporting

• Meet regularly with customers and other stakeholders to report on performance and provide recommendations to the business
  
• Daily/weekly/monthly department reporting covering all key result areas
  
• Adhoc projects and tasks as instructed by the Country Manager.
  

Channel Development

• Establish and nurture key relationships across Emapta including customer experience (CXM) and sales (Growth) teams to ensure active and frequent promotion of channel services.
  
• Present channel services to prospects touching on key features and benefits to encourage uptake of services. Prepare and send service proposals and service agreements.
  
• Manage pipeline of open opportunities via email and telephone to ensure optimal conversion into closed deals.
  
• Analyze lead and pipeline data to identify opportunities to develop new services. Present data along with budget and projected outcomes for approval. Develop and launch these new services ensuring they are promoted through the CXM and Growth channels.
  
• Identify opportunities to promote channel services to CXM and Growth partners via seasonal and regionspecific offers. Work with the EPS team to develop all marketing materials.
  

• Quality and Customer Satisfaction
  
• Staff Utilization and Efficiencies
  
• Service Level Agreements adherence
  
• Coaching Compliance
  
• Operational costs within budget
  
• Team Attendance and Employee Retention
  
• Personal Attendance and Reliability
  
• Responsiveness to requests and escalations
  
• Department reporting delivered to agreed timelines
  
• Budget management
  

• Strong leadership and managerial skills
  
• Excellent communication and interpersonal abilities
  
• Bachelor s degree in Business Administration or related field
  
• Minimum of 5 years experience in operations management
  
• Experience in customer service or related field preferred
  
• Proficiency in MS Office and relevant software applications
  
• Ability to work in a fastpaced environment and handle multiple tasks simultaneously
  
• Strong analytical and problemsolving skills
  
• Ability to foster teamwork and collaboration within diverse teams
  
• Willingness to travel as needed
  

• Day 1 HMO coverage
  
• Dayshift schedule
  
• Hybrid workfromhome arrangement
  
• Prime office locations (With free unlimited access to the gym: Ortigas and Makati)
  
• Great work culture
  
• Direct exposure to international client and cuttingedge technologies
  
• Standard government and Emapta benefits
  
• Career growth opportunities
  
• Diverse and supportive work environment
  
• Fun employee engagement activities
  

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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