Essential Duties & Responsibilities·Manage Team Managers to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.· Communicate client and company goals and metrics with team members to deliver high level of customer service. ·Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.  Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.·Review operational reports on regular basis and develop and implement action plans to address deficiencies.·Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.·Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers. ·Ensure all positions are staffed appropriately to meet client requirements.·Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner.·Communicate client and company goals and metrics with team members to deliver high level of customer service.·Execute short and long term performance goals developed by Senior Management Team·Collaborate with respective Operational Support Teams to train employees to meet Client demands·Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.

Responsible for the overall management of the programs and operating teams within the center. Primary responsibilities include meeting client contractual terms, delivering revenue and profitability performance according to operating plan while retaining an engaged and productive workforce.-Selects, manages, and develops high performing team of managers, supervisors, and agent staff.-Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting and meeting of project goals-Sets and measures department goals and metrics that exceeds customer expectations-Prioritizes resource across various projects to gain optimal impact -Develops tactics to address employee issues to improve morale while improving performance-Actively participates in the effective coaching and counseling of staff members-Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organisation-Strategic planning and execution to enhance profitability, productivity, and efficiency-Implement processes and systems that generate higher productivity and revenue-Continuously investigate and introduce process improvement measures-Participate in vendor negotiations to ensure product relevance and cost-efficiency -Develops annual operating budgets and provides fiscal direction of the department.

Responsible for the overall management of Operations Department for American Express account with primary focus on providing exceptional customer service at the right margins & of improving productivity & efficiency through staffing management, maintaining above 95% attendance, and keeping employee attrition below 5% per month.Below are the roles of the Client Relations Manager:• Ensures client services are delivered in a timely manner by requesting source documentation promptly, managing the workload and liaising with both clients and staff to ensure effective communication. • Keeps the work plan and turnaround schedule up-to-date and report exceptions to the Client Service Director. • Liaises with subcontractors and assist in progressing their work. • Develops best practice guidelines in conjunction with the Client Service Manager (In-house) & Program Director. • Completes all client services in accordance with the agreed technical standards and within budget. • Maintains excellent communication with clients in progressing their services and facilitate the most efficient delivery possible under the circumstances. • Helps clients understand how they can best help to deliver the superior service we promise by explaining the requirements clearly. • Supports the Program Director in developing other members of staff to increase the quality of service and the profitability of business.

Responsible for balanced scorecard (i.e. Customer Satisfaction, Productivity - Average Processing & Handling Time & Attrition). Responsible for meeting service commitments through data collection, root cause analysis & action planning. Conduct business reviews both internal & external. Motivate & develop teams by translating program strategies to organisational initiatives/activities. Responsible for selecting, training, developing, & managing performance of direct reports in areas of specialty (e.g. Voice, Cyber Response, & Back Office).Major accomplishments include:• Pioneered program operations for DirecTV (DTV) customer service in the Philippines.• Rose to the ranks of supervisory level in less than six months from hiring.• Promoted to managerial level upon 1 year anniversary from hiring.• Successfully established transition process for newly hired and post-hired personnel.• OIC program head for the entire Cyber Response and Back Office businesses for DTV• Championed service level metrics in Quality and Customer Satisfaction Surveys• Responsible for the overall management of operations and development, including:-4 Senior Team Leaders;-22 Team Leaders;-4 Team Leader Interns;• Certified 6 Sigma Greenbelt