Job Description

Senior Operations Manager – Consumer Goods Shared Services Centre Location: Pasig
Responsibilities:

• Lead and facilitate planning to define goals and key priorities/projects to advance team performance and productivity
• Set relevant KPIs/SLAs to measure, report and recalibrate performance
• Organize work and streamline processes to ensure flawless execution of sales operational transactions and service requests (warranty order and returns management, consumer feedback and inquiries, customer record management, vendor agreement, inventory management, item creation, sales order to factory purchase order creation)
• Foster and nurture continuous improvement initiatives, capture operational challenges and leverage industry best-practices to drive business excellence; initiate and manage projects
• Establish an incident reporting and resolution management process, monitoring non-compliance and identifying root cause analysis
• Facilitate Monthly and Quarterly Operations Review with key stakeholders to report goal achievement and align on plans/priorities
• Act as the key point of contact for functional stakeholders and local leadership keeping everyone aligned and grounded on common goals
• Develop annual budget that support operational plans
• Build winning teams by demonstrating company Values, nurturing trust and camaraderie, recognizing achievements and cultivating talents; define/coordinate staffing plans, hire and onboard team members
• Manage team capacity by regularly monitoring workload, organizing structure and roles within the team to ensure work-life balance
• Accelerate team performance thru effective review and coaching process, developing scorecards and leveraging regular talent performance review cadence
• Identify developmental needs and organize/coordinate training plans
• Establish SOPs and checklist to define work standards and guide effective use of tools/technology; identify and recommend use of new tools

• Bachelor’s degree on business administration or engineering is required
• 10 years of relevant Operations Management or Customer Service Operations experience from a large multi-national company, retail or FMCG in Shared Service or Global Business Service model.
• Proven track record in successfully managing and developing multiple teams, team leaders/managers, business processes in a matrix organization and working with multiple stakeholders from North America and/or other regions
• Highly quantitative and strong analytical skillset with proven track record in solving complex operational and organizational problems that require resourcefulness, creative thinking and collaboration Direct experience on working with IT, Finance, HR and functional partners to initiate people, technology, policy, and process related improvement projects
• Sound financial and budget management skills
• Excellent presentation and communication skills, ability to engage and influence people from all levels of the organization by using appropriate data and narratives
• Big picture mindset and outside the box thinking
• Certification on Lean Six Sigma, and or COPC or other Customer Operations certifications is preferred