About the job Operations Manager - Remote - Up to 110K Salary: PHP100,000 to PHP110,000 Shift: UK hours, necessitating availability during weekends and Philippine public holidays. Core workload hours are 9 AM – 9 PM UK time due to the 24/7 Hoop. Immediate availability is preferred. Long-term remote work arrangement envisaged. Overview As the Operations Manager, you're responsible for the organization's overall performance and culture. You'll act as the key account manager for your channel, handling all operational matters with client partners. Your role involves executing the operational plan defined by the Executive and Group Leadership team to achieve commercial and people outcomes. You'll use your operational expertise to devise strategies for optimizing profitability and building a strong talent pipeline. To accomplish this, you'll provide clear vision and direction, coach your frontline leadership team, and deliver key insights to drive actionable decisions for both the business and clients. Key Responsibilities - Organizational Development - Develop and implement strategies to optimize the structure and workflows of client services, social media, and marketing departments. - Analyze processes and develop key performance criteria and standards to monitor and manage agents performance. - Identify opportunities for process optimization and lead change management efforts to enhance efficiency and effectiveness. - Drives operational targets, best practices, and training programs that support service, quality, and efficiency standards - To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams - Overseeing operational systems and processes, while actively seeking opportunities for innovation to drive achievement of business objectives - Performance Management - Establish performance metrics and key performance indicators (KPIs) to measure the effectiveness of client services, social media, and marketing initiatives. - Monitor performance against targets, identify areas for improvement, and implement corrective actions as needed. - Ensure delivery of Client KPIs targets including day to day service levels, customer experience, quality measures and compliance measures - Conduct regular performance reviews and provide feedback to team members to support their professional growth and development. - Drive initiatives to foster a culture of innovation, collaboration, and continuous improvement across teams. - Training and Onboarding - Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised - Develop comprehensive training programs for new hires and ongoing professional development for existing team members. - Collaborate with HR and department heads to ensure effective onboarding processes and continuous learning opportunities. - Provide mentorship and coaching to team members to enhance their skills and capabilities. - Reporting and Analysis - Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream - Establish reporting frameworks and dashboards to track key metrics and provide insights into the performance of client services, social media, and marketing efforts. - Conduct thorough data analysis to identify trends, opportunities, and areas for improvement. - Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and recommendations for action. - Cross-Functional Collaboration - Work closely with other departments such as sales, to align operations with broader business objectives. - Foster strong collaboration and communication channels to ensure seamless integration and coordination across teams. - Lead cross-functional projects and initiatives to drive organizational success and growth. - Responsible for Business Continuity Qualifications - Strong leadership and influencing skills, with demonstrated experience in developing and leading high-performing teams - Minimum 5 years of senior management experience (preferably someone who has experience in being a Senior Manager/Director specializing in BPO Operations and M