Operations Manager

Infinit-O isn’t just about business process optimization, we’re about people. For over 20 years, we’ve been helping some of the world’s fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction. But what truly sets us apart is our culture. At Infinit-O, we believe that diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people-first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certified company, we’re dedicated to making a positive impact not just in business, but in the communities we serve. With a highly engaged and innovative team, we don’t just optimize processes, we also create meaningful change. What is the role that we need? Specific Duties and Responsibilities: I. As a Performance Driver:  Is a Subject Matter Expert on his / her team/s’s Service Level, Key Performance Indicators, Key Results Areas and Scope of Work.  Effectively communicate operations matters to clients, stakeholders and teammates in a timely manner.  Capable of resolving performance driven issues and challenges in a timely manner.  Monitors team/s and individual performances by means of timely reports generation, utilization of the performance diary and discussion logs, proactive performance auditing and performance feedback solicitation from client/s.  Will advocate and support performance driven activities by team, clients and company.  Should be goal and results oriented in all tasks and responsibilities assigned.  Is proactive in stepping forward in creating and reviewing processes and objectives that are necessary to promoting performance outcomes and results.  Proactively discusses value-add services to clients that will promote productivity and quality. II. As a Business Operator:  Is responsible in the selection and onboarding of qualified candidates in coordination with HR-Recruitment.  Must show extreme sensitivity in activity budgets and cost-containment initiatives.  Understands the value of investment returns and funding allocations.  Will support VP – CSG / Director of Operations in managing revenue impacting activities such as effective staffing and scheduling Proactively manages and functions as a custodian of official equipment and tools provided for by the clients, stakeholder and company to prevent information and asset losses.  Completes reimbursements and expense liquidations in a timely manner. III. As a People Manager:  Will advocate and support continuous learning initiatives brought by the client/s’ and the company by attending, participating and sending a delegate when required.  Initiates internal activities that will hone his/her direct report’s leadership and management capabilities  Will show full accountability for a direct report’s lack or poor judgment over a critical situation.  Will ensure that Coaching and Mentoring sessions (1:1’s) are carried out weekly with full documentation of the direct report’s Area’s For Improvement (AFI’s).  Able to carryout monthly skip-level meetings with team members needing guidance and support above the team leader’s level.  Will resolve employee administrative disputes with HR, Finance and SSG. IV. As a Project Manager:  Able to organize an initiative utilizing project charters and project timetables.  Will handle the success of a group composed of project-supporters and support members who are non-direct reports.  Ensures the completion of projects and tasks within budget and within schedule.  Results oriented and Project Metrics driven resulting in completion of milestones as scheduled.  Responsible for timely communication and sharing of updates to project sponsors – all concerned.  Facilitates project status meetings. V. As a Peer, Team Member and a Direct Report:  Will demonstrate sense of teamness and cooperation across the team.  Is expected to efficiently support and assist fellow managers in initiatives and projects.  Will observe timely submissions of deliverables to team members, to clients, to stakeholders, to line manager and to support departments.  Is expected to report on time, on schedule and whenever the team, clients and line manager reasonably requires his/her presence onsite and on conference calls.  Will demonstrate the below traits and characteristics.  Sense of urgency to any situations that requires managerial intervention and visibility.  Sense of responsibility and accountability in ensuring that operations is in it’s best “running condition”  Loyalty and commitment to the company, to team members and to line manager that will result to advocating employee engagement, excellent service delivery and profitable business operations.  Personal discipline emulated by keeping to commitments such as delivery schedules, attendance and schedule adherence.  High level of professionalism demonstrated by untarnished integrity, businesslike manners and behavior. Qualifications: 1. Must possess excellent leadership as well as written and verbal English communication skills. 2. Should have a sharp analytical mind and must be results-oriented. 3. Highly analytical and has the drive to achieve objectives. 4. Highly organized, well motivated and proactive in order to lead the teams. 5. Has project-management, customer service and audit skills. Education and Experience:  Preferably with a degree that will compliment the requirements of the account to be managed - from a reputable college or university and was exposed in numerous trainings and seminars on advanced leadership and mentoring activities.  Is trained or self-learned – very comfortable in the utilization of MS Office tools.  Must be flexible in learning new processes and concepts required by the role and task at hand  With at least 3 years experience in successfully managing and leading a diverse set of individuals in a BPO/KPO environment. Can contribute and execute projects and activities either as a team member or a leader. Have proven successes in coaching, mentoring and training a team or an individual.  Have dealt and worked closely with a foreign client, line manager or direct report. Requirements Qualifications: Must possess excellent leadership as well as written and verbal English communication skills. Should have a sharp analytical mind and must be results-oriented. Highly analytical and has the drive to achieve objectives. Highly organized, well motivated and proactive in order to lead the teams. Has project-management, customer service and audit skills. Education and Experience:  Preferably with a degree that will compliment the requirements of the account to be managed - from a reputable college or university and was exposed in numerous trainings and seminars on advanced leadership and mentoring activities.  Is trained or self-learned – very comfortable in the utilization of MS Office tools.  Must be flexible in learning new processes and concepts required by the role and task at hand  With at least 3 years experience in successfully managing and leading a diverse set of individuals in a BPO/KPO environment. Can contribute and execute projects and activities either as a team member or a leader. Have proven successes in coaching, mentoring and training a team or an individual.  Have dealt and worked closely with a foreign client, line manager or direct report.