Drive Innovation in Debt Recovery and Make a Global Impact—All While Working Remotely!
Step into a role where your leadership shapes the future of customer experience. Imagine driving global success from the comfort of your home, guiding teams, and making a tangible impact on people’s financial journeys. This isn’t just another job; it’s your opportunity to elevate your career, working with cutting-edge AI technologies in a supportive, dynamic environment. Be part of a team that’s changing the world of debt recovery for good.
Be part of our client’s team as an Operations Manager. You’ll oversee customer experience teams, ensuring that key SLAs, productivity, and quality targets are met. Your role will involve supervising team leaders, collaborating across departments, and driving continuous improvement in a fast-paced, innovative environment. If you thrive in a role that blends leadership, innovation, and impact, this is the perfect opportunity for you.
Job Overview: The Role at a Glance
Employment type: Full-time
Shift: Mon - Fri, Night shift
Work setup: Permanent WFH
Responsibilities: Your Daily Challenges & Triumphs
- Supervise team leaders and oversee client and regional operations.
- Drive the achievement of key SLAs, productivity, and quality targets.
- Serve as the primary contact for client success managers regarding audits and quality assessments.
- Collaborate across departments to implement initiatives and continuously enhance operations.
- Work closely with quality and training departments to identify and resolve operational challenges.
- Foster team growth and support career development.
- Maintain effective communication, time management, and adaptability in a dynamic environment.
- Provide regular and impactful coaching to your team.
- Handle escalations to ensure customer concerns are resolved promptly.
- Exemplify core values and guide your team to demonstrate these values daily.
- Support your team in achieving personal growth and career goals.
- Maintain a thorough knowledge of relevant regulations and monitor compliance within your team.
- Collaborate with your team, peers, and other functions to identify and implement process improvements for enhanced efficiency, effectiveness, and quality.
- Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management.
- Actively support the team in achieving business objectives while maintaining high team engagement.
- Build strong relationships with your direct team and peers within Customer Experience (Digital) and other key functions.
- Help your team support thousands of customers on their debt-free journey, using a deep understanding of the product and customer situations to achieve the best outcomes.
- Monitor key metrics at both team and individual levels, including:
- Productivity: 85-90%+ (depending on the specialist within the team)
- QA: 90-95% (depending on the specialist within the team)
- Team SLAs specific to channels
Requirements
Qualifications Needed: What It Takes to Lead the Pack
- Proven experience in operations management, particularly in customer service or related fields.
- Passion for supporting team growth and having a positive impact on customers' debt-free journeys.
- Strong leadership skills that inspire team members to excel by example.
- Exceptional listening and comprehension abilities.
- Strong initiative and adaptability to new projects with the ability to suggest process improvements.
- Proficiency in Google Suite and a willingness to learn and embrace new systems.
- Excellent written and verbal communication skills for clear and concise interactions with team members and customers, aimed at providing world-class customer experiences.
- Strong self-organization, decision-making, and analytical abilities.
- Creative problem-solving skills.
- Strong attention to detail.
Benefits
Benefits: Perks of Leading in a New Era
- Day 1 HMO coverage
- Work from home arrangement
- Unlimited PTO (Paid time off)
- Prime office location (Easy access to MRT stations, restaurants, and banks)
- Free upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
- Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Emapta Lifestyle perks (Foodpanda pro and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
About the Client: Meet the Innovators Changing the Game
Our client is a pioneering force in the debt collection industry, dedicated to revolutionizing the way consumer debt is managed. They harness the power of AI to deliver personalized, empathetic, and customer-focused solutions that redefine the debt recovery experience. By blending advanced technology with a deep understanding of individual needs, our client offers a seamless, stress-free alternative to traditional debt collection. Their mission is to support customers on their journey to financial freedom, ensuring a compassionate and compliant approach that sets a new standard in the industry.
Welcome to Emapta Philippines!
Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.
With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.
#EmaptaExperience