Operations Manager for MORTGAGE non-voice account, Manila in Manila, National Capital Region

Operational ResponsibilitiesSLA and KPI1. Consistently deliver on the SLA, KPI targets as defined for the process, so as todeliver superior customer service.2. Meet SLA on 98% of the opportunities.3. Meet VOC score of 98%+4. Anticipate challenges for meeting the SLA and take appropriate corrective steps5. Manage inventory within the SLA all the timeTeam Management1. Manage the team efficiently across queues/functions so as to maximize agent utilization.2. Develop an Agent Schedule/ Weekly Roster and track it for schedule adherence/attendance to maximize teamproductivity.3. Track and monitor agent performance on a Daily/Weekly/Monthly basis, against the agents’ targets.4. Reduce risk to the process, consistently5. Minimize attrition Process Management1. Fulfill all the MIS and various reporting requirements2. Implement all the tools applicable to the process, and implement all guidelines. 3. Manage transitions wherever applicable within the plan.4. Work in liaison with different functions (clients, external departments, etc.) when required.5. Keep process documentation up-to-date6. Promote and Ensure confidentiality of data, customer related information, passwords.  Developmental Responsibilities1. Provide feedback on schedule adherence to the team members to enable them to achieve their targets& hencethe team’s objectives.2. Identify areas of improvement based on the requirement of the process3. Create awareness within the team about the relevance of schedules4. Develop training plan and implement5. Implement various team building exercises leading to high team moral  Client-facing Responsibilities1. Ensure timely escalations of all issues, which require client assistance.2. Interact with the Client Operations Manager on a regular basis to understand their concerns/issues, if any.3. Proactively pass on benefits to the customer4. Proactively anticipate client needs  
Candidate must possess at least a Bachelor's/College Degree , any field.Required skill(s): mortgage knowledge, Excellent verbal and written communication skills, Superior analyticalability with ability to quickly grasp diverse systems and software, Team management and leadership capabilities,Should have excellent MS Excel skills.At least 2 year(s) of working experience in the related field is required for this position.Preferably Assistant Manager / Managers specializing in Customer Service or equivalent.Full-Time position(s) available. 
Location
Manila
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