Position : Operations Lead

Job Grade : B2

Reports to : Business Unit Division Head

Business Unit : QQI

Division : P4P and SPARQ

1. COMPANY CORE VALUES:
2. CREATE POSITIVE IMPACT
3. HAVE GRIT
4. EMBODY MALASAKIT
5. BE INNOVATIVE
6. WE ARE GRATEFUL

1. ACCOUNTABILITIES:

Overview of the role

1. LMA

2. Operations Service Delivery

3. External Employee Operations Performance Management

4. Operations Data Analytics and Insight

5. Customer Service (Ops related)

1. DESCRIPTION OF ACCOUNTABILITIES AND MEASURES:

ACCOUNTABILITIES

KPIs

1. LMA

1. Weekly L10

2. One-on-one Meetings

3. Skip Level Meetings

2 Operations Service Delivery

1. 90% to 100% Daily Attendance

2. at least 95% filled up required manpower

3. Crete and Execute startegies to meet SLA and Excellent Custonmer Service

4. Audit check per account

3. External Employee Operations Performance Management

1. 100% Performance Management of Direct Reports

2. 100% Management of Performance of External Employees

3. 100% compliance in submission of PE to HR

4. Operations Data Analytics and Insight

1. Design,Plan and Recommend an Account Management approach per client

2. Gap Analysis for each Account

3. . Develop Resolutions on Operations pain points and Gaps

3. Review all operations related processes and recommend improvement

 

5. Customer Service (Ops related)

1. Create and implement TAT process for diferent type of issues or concerns

2. 100% communication to both clients and employees

3. Visibility and Build client and employee relations

1. JOB REQUIREMENTS

Educational Attainment

• College Graduate (BS psychology or HRDM)

 

Relevant Experience

• Minimum of 3 years experience in in handling Operations with successful track record from a Manpower Service Contracting industry
• Experience in handling a volume of Headcount
• Solutions oriented mindset and proactive attitude
• Strong organizational skillls and ability to lead and guide the team to meet SLA
• Act with Urgency and detail-oriented
• Strong People Management skills, ability to make sound decisions and delegate when required
• Good interpersonal skills and verbal and written communication skills

 

Technical Requirements

• Workspace and work desk at home
• 10 mbps internet connection
• Tech savvy
• Own work tools (nice to have)

 

1. SKILLS REQUIREMENTS

Functional | Technical Skills

Personal Attributes

• Strong Leadership Skills
• Confidence
• Good Communication Skills
• Reliable
• Approachable Demeanor
• Decision Making Skills
• Target Driven
• Good at multi-tasking
• Good People Management
• Eye for details
• Patience
• Act with Urgency
• Proactive

 

 

1. COMPETENCY PROFICIENCY (in order):
2. Leading and Managing Change
3. Results Management
4. Team Leadership
5. Client centricity
6. Problem solver
7. Collaboration
8. Building relationship & Networking
9. Influence & Persuading