Transcom is looking for talented individuals like you to join our awesome team! Be the next Vice President of Client Delivery/Operations for our Transcom Davao site.
Join our Transcom Family as a Vice-President of Operations!
The Vice President of Operations is responsible for the management of all the company's business units operating in his/her contact centers. This includes responsibility for all aspects of the business. The primary objective is to exceed budgeted net profit targets for all CRM business operations within the contact centers. This will be achieved by effective leadership and business execution including but not restricted to the following key focus areas:
Efficiencies:
- Ensuring that overall revenue per employee contributions are in line with or exceed the company's goals
- Ensuring revenue contribution is measured for every direct individual and direct employee leader at every level.
- Implementing effective performance management procedures at individual and team levels to address areas of weakness.
- Ensuring that efficiencies are accurately measured and reported.
- Ensuring that the efficiency results are reported and reviewed on a 24-hour basis.
- Identifying issues at the earliest possible stage and escalating forecasted issues immediately with a summary of expected impact and actions taken to address
Organization:
- Ensuring the recruitment process follows company standards at all times.
- Implementing/maintaining a standard company's organizational structure and reporting any anomalies with justifications. Seek approval from Executives for any non-standard appointments.
- Taking client needs and commercial contributions into account for organization plans and making sure that client objectives are met through appropriate appointments and organizational design.
Client Relations:
- Initiate regular and proactive contact with clients
- Proactively seek to increase client revenue
- Seek to introduce deep dependencies and mutually beneficial client relationships.
Commercials:
- Preparing meticulously for commercial negotiations in advance and ensuring the company's risks and profit objectives are covered.
- Ensuring that revenue streams cover committed costs wherever possible.
- Ensuring the profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted for.
- Developing agreements that incentivize client improvements in return for higher margins.
- Ensuring all agreements are profitable and take account of “end of contract” exposures.
- Ensuring that minimum demand forecasting risks are taken by the company and are manageable with appropriate commercial remedies.
Business Planning:
- Developing and delivering accurate budgets and forecasts within defined corporate time scales.
- Ensuring that demand forecasting is as accurate as possible and that the resource deployed is matched effectively to demand.
- Consider the employee impact of resource scheduling and avoid anti-social and undesirable shift patterns.
- Implementing the company's standard practices.
- Attempting to spread/smooth demand across difficult periods.
- Use technology and innovation to ensure demand spikes are managed as effectively as possible.
- Measuring and reporting daily on customer experience following client’s objectives.
- Reviewing the effectiveness of resource plans and continuously improving performance.
- Targeting employees responsible for resource plan with results.
Business Development:
- Ensuring all staff acts as ambassadors and salesmen/women of the company at all times.
- Ensuring excellent and effective pre-sales support.
- Always meet or exceed commitments made to clients.
- Ensuring efficient sales activity seeking to obtain the company's benefit whenever possible.
- Ensuring sales activities are operating in line with the company's policy and making sure that Sales staff are efficient and targeting appropriate prospects.
- Ensuring that brand identity is accurately represented.
Process and Integrity:
- Ensuring that the company's standard procedures are implemented and complied with at all times.
- Ensuring that all revenues and costs are effectively tracked and properly accounted for.
- Continuously reviewing procedures and implementing improvements.
Culture:
- Creating an open and energetic culture at every level in the organization. Leading by example and establishing recognition from employees as a supportive, strong, and credible leader
- Ensuring that objectives are set for every member of the organization in line with the company's values and business goals
- Implementing clear and objective recognition procedures at every level in line with the company's group policy
- Implementing personal development plans and effective performance management procedures for all employees
- Ensuring site security and appropriate welfare and protection of employees
- Ensuring a high level of morale and a sense of loyalty to the company in each individual
- Implementing motivational activities such as team competitions and reward schemes