Executive Search Firm Monroe Consulting Group Philippines is recruiting on behalf of one of the largest multinational entertainment companies for a Sr. Business Manager role. The position will manage 3 teams (call center, creative services & digital services) and will work with offsite partners based in Australia and Singapore, and will report to the Chief Customer Officer. Work setup is onsite from Mondays to Fridays with a shift that starts at 6am (8 hours per day).
Key job responsibilities include:
- Oversee the achievement of performance targets and budgeted goals
- Manage daily operations of the hub, together with the functional heads, which may include personnel, recruitment, training and reporting issues
- Achieve all individual and team targets / KPIs set by the department in direct report
- Coaches and mentors direct reports
- Execute required corrective/developmental action to remedy deficiencies as required
- Work closely and cohesively with various offsite business partners (clients) to ensure successful delivery of service standards and KPIs
- Communicate regularly with the offsite business partners, report on progress, and act as their representative
- Work with the Senior Leadership team to develop goals and establish standard operating procedure that are aligned with the organization's culture
- Act as a day-to-day contact with the Philippines support office for any issues on staff management, administration, performance, reporting, communication, etc.
Key job qualifications include:
- Bachelor's Degree in Marketing or Business Administration, or other related coursed
- At least five (5) years of relevant experience in management and leadership roles
- Experience in a role or company with a focus on customer experience excellence
- Experience in managing an international business is a plus
- Good knowledge in Philippine Labor Law and Culture
- Ability to create and implement employee programs to improve effectiveness
- Excellent verbal and written communication skills
- Above-average technical know-how
- Strong organizational & analytical skills.
- Familiarity with CRM tools
- Flexibility and willingness to work on different shifts.
- Willing to work in Pasig City, 100% onsite.
