Great People make Schneider Electric a great company.
Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative?
Schneider Electric Philippines Hub, is a In House Center / Captive Site, looking for a seasoned Senior Manager with experience managing both voice and non-voice operations to lead our growing 24/7, Technical Support team as part of the Philippines Hub based in Cavite while also professionalizing our activities and contributing to a global hub strategy for Technical Support.
The Role: Senior Operations Manager
The Senior Operations Manager is accountable for efficiency, productivity, process excellence & Customer Experience for Technical Services Support including Multi – Lingual Teams within the Philippines Hub Center. They will also connect with other, smaller hubs to ensure a seamless, multi-hub support. One of the key missions will be to develop the Technical Services Support and Multi-Lingual offer across different countries to extend support provided by the Philippines and other hubs.
The position is expected to provide strong leadership and coaching while creating a collaborative environment focused on employee engagement, development, empowerment, and achievement. In addition, the leader will be expected to identify and make recommendations to improve process, efficiency and productivity benefiting customers ranging from consumers (B2C) to our most important businesses (B2B). The position will have overall functional responsibility for staff management, client liaison, business development and customer satisfaction.
Additional responsibilities and expected contributions of the position:
- Actively participate as a member of the Hub Senior Leadership team as we progress in our journey to be a world class, global customer support hub.
- Contribute to a Strategy for a Global Hub Model providing Technical Support from multiple hub locations.
- Develops the Technical Services Support and Multi-Lingual Teams in the Philippines as The Global Hub driving best in class performance, efficiency, productivity, quality, data driven insights, customer centricity and lean processes
- Ability to lead a complex organization supporting countries from around the globe serving a range of customers from consumers to our biggest and most important business customers
- Partner with stakeholders & support functions to measure performance while continuously identifying and executing improvement opportunities.
- Translate business objectives into strategy and tactics to be undertaken by the team to achieve results
- Define & execute a full relationship management program with stakeholders including service agreements, success measurement and performance reviews.
- Facilitate process improvement and engage stakeholders in improving existing policies and procedures through analysis, experience, and employee inputs
- Benchmark against other market practices and bring proposals for raising/ improving the process management practices
- Model & Cascade Schneider Electric Values and a High-Performance Culture throughout your team including providing leadership, coaching, support, career development and recognition to managers and their teams
- Ensure our principles of responsibility are embraced and enforced
- Create Process Documentation and Continuous Improvement Projects as needed
- Deep knowledge of Schneider Electric Services offers throughout the Asset Management Life Cycle is recommended
- Accountable for the development of the organization’s strategic plan and country roadmap, including budget development and management
- Create Process Documentation and Continuous Improvement Projects as needed
Qualifications
Other:
- Bachelor’s degree (Engineering or Business preferred). Masteral degree is an advantage
- At least 10+ work experience in managing operations and driving performance of various businesses
- BPO experience is required
- Highly skilled in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
- Global Strategic Business Thinking, Negotiation, Workforce Management, Excellent oral & written communication, Advanced analytical, evaluative, and objective critical thinking skills, Leadership, Planning & Organizing, Problem-Solving and Decision-Making, Presentation Skills, Proficiency in basic computer applications.
- Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community of Schneider Electric.
- Management experience to lead teams with specialized capabilities, while influencing and collaborating with leaders of various businesses
- Six Sigma Trained or Certified would be an advantage.
- Willing to work in Cavite with flexible working hours to properly engage stakeholders from various time zones.
- Flexible to adapt to our 24/7 operations and new challenges as our Philippines and other Captive site evolve