Job Information
CBRE Senior Operations Manager in Makati City, Philippines
Senior Operations Manager
Job ID
156410
Posted
02-Apr-2024
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Customer Service
Location(s)
Makati City - National Capital Region - Philippines
Job Description
The Senior Operations Manager is responsible for the day-to-day oversight of Facilities Management Contact Center, Specialized Services, and other business units as assigned under the Global Business Services portfolio. The SOM manages the effective deployment, growth, development of resources across people, process, technology, and finance to maintain and increase the operational efficiency of the business as well as satisfaction of internal and external stakeholders.
Core Responsibilities
Lead, motivate, and support a large team within an evolving and time-sensitive environment, including career development plans for direct reports and top-down
Manage reporting, analysis, and action planning on metric compliance, contractual obligations, and employee satisfaction to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
Partner with cross-functional teams to improve proprietary tools and systems
Work closely with legal and safety departments to ensure that activities remain compliant
Oversee asset, access, and configuration management of applicable clients, vendors, suppliers, and internal CBRE, GWK, and GBS stakeholders
Conduct budget reviews, cost plans, and ensure operational expenses are within threshold, receivables are timely recovered, and segment operating profit, and revenue plans are achieved; financial risks and opportunities duly mitigated, leveraged, and reported to upper management and relevant stakeholders
Responsible for overall metric compliance across balance scorecard and CBRE, GBS, and Business Unit objectives
Engage with solution and transition to effectively design account, project, platform support scope, commercial, pricing, and mobilization to achieve business and client requirements
Develop, implement and maintain quality control procedures and processes including data collection, data management and data analysis to ensure highest level of product and service quality
Conduct regular audits and reviews of products and services to ensure they meet established quality standards and customer expectations.
Collaborate with cross-functional teams to resolve quality-related issues and ensure continuous improvement; create and maintain quality-related documentation, including procedures, work instructions, and reports
Ensure in effective transition-in and transition-out of accounts and addresses risks and opportunities
Maintains good client and stakeholder relationship through consistent governance
Responsible for career development and succession planning of direct reports and all resources within the business unit
Prepare the team for internal and external audit activities to manifest adherence to quality management systems, internal management requirements, and external certification standards
Design thoughtful employee engagement programs to retain, attract, and develop quality talents
Qualifications
Bachelor's degree in a relevant field like Business Management or Administration
Minimum of 5 years of related experience in Operations Management leadership role in BPO/BPM/Shared Service setting
Microsoft Office proficient
Intermediate to advanced knowledge in Excel
Knowledge of Maximo, SI7, ServiceNow will be an advantage
Proficiency in conflict management and business negotiation processes
Knowledge of business productivity software and an aptitude for learning new applications
Ability to delegate as needed while maintaining organizational control of branch operations and customer service
Uphold a culture or operational excellence to drive efficiency, growth, cultivation, and building community
Strong skills in budget development and oversight
Excellent written and verbal communication skills
In-depth knowledge of facilities management, contact center, and related services terminologies and processes
Keen attention to detail
Great time management and organizational skills
Ability to provide efficient, timely, reliable, and respectful service to customers
Ability to effectively present information across all levels of stakeholders
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)