Operations Manager

Overview

Looking for full-time work (8 hours/day)

at $6.82/hour ($1,200.00/month)

College graduate

Last Active

October 7th, 2014 (3721 days ago)

Member Since

October 7th, 2014

Profile Description

RESPONSIBILITIES:
• Conducting Leadership trainings, capacity planning discussions and daily quality reviews to ensure smooth operational functioning of teams.
• Worked directly with Support Departments, Onshore Clients, Top Management to achieve meeting of SLA.
• Managed 2 divisions in a single channel, dealing with Foreclosure and Streamline work.
• Supervision of officers in a 3 layer management structure.
• Has overall responsibility for managing customer service for teams in partnership with onshore clients.
• Managing back office support responsible for customer product/process inquiries and application entry to the system. Responsible for achieving service level objectives for LOB handled as part of client requirement.
• Responsible for clients’ services and product delivery to turn in high demand of SLA requirement.
• Responsible for workforce management, scheduling, expense/budget management, product and service level metric monitoring.
• Interfaces with the client to develop and execute strategies and plans to meet the client's business objectives.
• Managing and/or participating in various process improvements and re-engineering initiatives.
• Sets Program goals and provides guidance to the supervisors, team leads, support team and staff to successfully achieve goals.
EXPERIENCES GAINED:
• Experience in doing Budget analysis and preparation for the channel.
• Experienced in conducting coaching to Supervisors and Team Leads; mentoring Supervisors to the next level; and consistent in doing daily huddles with management team before start of shift.
• Experience in participating with the recruitment/selection process; attending to staff concern/inquiry; coordination with support departments like accounting, HR, ER, Compliance Dep't., PMO, and others to ensure smooth flow of operations.
• Conducting stay interviews for staff; above 90% success rate in retention.
• Maximization of resources resulting to cost-reduction, high utilization and efficient shift management.
• Preparation and presentation of Weekly Business Review (WBR), Monthly Business Review (MBR), presentations for upper management, and Client presentations during site visits.
• Experience in communicating with clients; planning and discussions through scheduled calls.
• Traveled to the U.S. (CA, OH) since 2011, attending Board meetings and trainings with onshore clients.
ACHIEVEMENTS:
• Started with 25 staff in 2009, and reached more than 400 in 2 years.
• Maintained a ratio of Non-Production to Production at 1:13; Lead to production ratio at 1:20.
• Started and performed UAT for new platform; implemented throughout the department.
• Implemented Process Improvement initiatives like Paperless process, task-time reduction, streamlining of steps.
• Managed a 3-layer direct reporting structure, from Process Improvement/Quality/Project Coordination, to Supervisors each with 8-78 BPAs and 6 Data Analysts.
• Maintained a monthly average attrition rate of 3%; retention rate at 97%.
• Having a centralized reporting system by creating a team of Data analyst for internal and external consumption.