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Operations

Customer Service Operations Manager

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Job Description:

People

  • Direct accountability of a team of Relationship Managers (RMs) to ensure their work is of high quality and productivity, with an aim to exceed performance targets and provide excellent customer service.
  • Takes good care of the team’s morale and happiness.
  • Responsible for driving cross-group collaboration between RMs and sales.

Process

  • Oversee crisp and prompt responses to customers, increase in customer lifetime value, and satisfaction with the company’s services.
  • Continuous review, development, and implementation of operational policies and procedures to drive efficiency and ensure relevance.
  • Responsible for budgeting, reporting, planning, and auditing.
  • Work with senior stakeholders to determine values and mission, and plan for short and long-term goals. Ensures values and goals are cascaded accordingly in a timely manner.
  • Help promote a company culture that fosters top performance and high morale through cross-group collaboration.
  • Manages all service providers effectively and efficiently

Tools

  • Be a super-user of the tools used by the team.

Requirements:

  • At least 5 Year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor’s Degree in any field.
  • Experience in real estate/mortgage/legal/renovation knowledge preferred but not required
  • Ability to build consensus and relationships among managers, partners, and employees.
  • Excellent communication skills.
Job Category: Operations
Job Type: Full Time
Job Location: Philippines

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About The Team

Customer Service Operations Manager

Our operations team ensures different groups of the family are on the same page, driving towards efficiency and optimised results.